Customer Success Manager

Arqiva; United Kingdom; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading communications infrastructure company is looking for a Customer Success Manager who will partner with Account Management. This role involves driving operational performance, providing reports, managing key customer relationships, and onboarding new clients. The ideal candidate will have experience in customer success management and strong interpersonal skills. The company offers a competitive package including a base salary of up to £70k, bonuses, and flexible working arrangements.

Benefits

10% Bonus

6% pension contribution

Private Medical

25 days annual leave

Discounts on big brands

Wellness and employee assistance programmes

Gymflex

Qualifications

• Substantial experience in customer success management or a related field.
• Experience in managing key customer relationships in a large organisation.

Responsibilities

• Drive operational performance to mitigate service credits.
• Provide internal and customer reports on account performance.
• Ensure customer expectations are met through collaboration.
• Onboard new customers and support mobilisation activities.
• Advocate for the customer within internal teams.

Skills

Interpersonal skills

Stakeholder management

Negotiation skills

Written communication

Verbal communication

Attention to detail

Education

Degree in business, marketing, or a related field

Job description

Customer Success Manager

Location: Commutable distance to Winchester / London

Total Package

• Up to £70k base salary
• 10% Bonus
• 6% pension contribution
• Private Medical
• 25 days annual leave
• Access to our comprehensive flexible benefits including discounts on big brands, wellness and employee assistance programmes, gymflex, buy and sell annual leave, travel and dental insurance
• Work. Life. Smarter. Our commitment to a flexible and hybrid working culture

You’ll partner with Account Management to shape, price, negotiate, and deliver customer contracts that are profitable and low‑risk. From opportunity qualification to handover and performance tracking, you’ll ensure deals meet our commercial guardrails and create long‑term value.

The Role

• Drive the operational performance of the account to prevent and reduce service credits, analysing data to deliver insights to drive performance improvements.
• Provide internal and customer facing reports showing the performance of the accounts.
• Work with key internal stakeholders to ensure we are meeting the customer expectations and driving customer outcomes.
• Attend customer meetings both ad‑hoc and as part of regular governance cadence, support developing the customer relationship, completing transactional and event based activities.
• Cultivate positive relationships with current customers to improve customer satisfaction, support the delivery of the account strategy to achieve required results.
• Responsibility for manage contract changes, working with contract management to deliver impact assessments to achieve positive outcomes for both the customer and Arqiva.
• Support creation and ongoing updates of Account Plans providing short, medium and long term outlook.
• Support Account Management teams with data driven insights to recommend customer service improvements and identify future opportunities.
• Support internal continuous improvement, development and sharing of best practices and lessons learned, to enable overall program.customer efficiency.
• Attend Arqiva external events, on industry bodies and on subsidiary or associated companies.
• Onboard new customers and support mobilisation activities.
• Work with finance to support revenue forecasting.
• Support the account team with billing assurance and debt management.
• Act as an escalation point for service issues, with oversight on Major Incidents and root cause analysis.
• Create and deliver against service improvement plans.
• Interface into suppliers and provide data to support supplier management.
• Advocate for the customer within internal teams and support with increasing the profile of Water customers within Arqiva.

The Person

• Good interpersonal skills when dealing with customers and third parties.
• Clear understanding of the need of good customer service.
• Strong stakeholder management.
• Good negotiation skills.
• Good written and verbal communication skills.
• Attention to detail.

Knowledge and Experience

• Substantial experience in customer success management or a related field.
• Demonstrated success in managing key customer relationships and driving continuous improvement in a large, complex organisation.

Qualifications

• A degree (or equivalent experience) in business, marketing, or a related field is advantageous.

We are the undisputed leader in UK TV and radio broadcast, and the UK’s leading Smart utilities platform, directly shaping the future of connectivity.

Through our established infrastructure we ensure that media and data are delivered exactly where they’re needed most, whether it’s bringing content to your TV or radio or transmitting data from your smart meter to your utility provider - chances are our services are a part of your daily life, seamlessly connecting you through our behind‑the‑scenes technology.

With an impressive history and an innovative future ahead of us, leading the transition of global media distribution to cloud based solutions and creating scalable solutions for new connectivity sectors - you’ll have many opportunities to develop and grow your unique career with us.

Why Arqiva?

Reward . Connection . Growth

At Arqiva, we believe in supporting you to be your best, both at work and outside of it. That’s why our rewards and benefits go far beyond your pay; take a look at our totalreward2025 booklet.

Here, you’ll find endless opportunities to connect, whether that’s with colleagues through our internal networks and events or by making a difference in the communities where we work.

And when it comes to your career, we’re committed to helping you grow. Whether you want to become a specialist in your field or climb to the top, we’ll support you every step of the way.

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