Customer Success Manager Cyber 328598

Littlefish; Nottingham; Híbrido; GBP 45.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Referral bonus

LinkedIn Learning access

Healthcare cash plan

Casual dress

Company Pension Scheme

Company social events

25 days annual leave + holidays

Purchase of annual leave scheme

Descripción de la vacante

Littlefish is seeking a capable Customer Success Manager to own relationships within our Cyber department, ensuring effective delivery and ongoing performance of contracted cyber services. You will collaborate with customer stakeholders and internal teams to review services, manage risks, and maintain value from the partnership.

You will lead governance, coordinate cross-functional actions, and drive continual improvement while focusing on service quality, profitability, and contract

Formación

• Experience managing contracted IT or cyber services within a managed-services environment.
• Ability to build trusted relationships with customer stakeholders.
• Good commercial awareness, including billing, profitability and contract performance.
• Practical understanding of ITIL principles, supported by relevant accreditation.
• Experience supporting service reviews, managing risks and issues, and driving continual improvement.
• Strong analytical, communication and presentation skills.
• The confidence to coordinate teams, manage escalations and challenge constructively.

Responsabilidades

• Own day-to-day customer relationships and maintain oversight of contracted cyber services.
• Lead customer service reviews and governance meetings.
• Monitor service performance, risks, issues, contractual commitments and commercial outcomes.
• Work with Cyber and wider internal teams to resolve issues and drive practical improvements.
• Identify opportunities to improve the customer experience and strengthen service value.
• Coordinate account-aligned teams through a matrix structure.

Conocimientos

Relationship building

Commercial awareness

ITIL knowledge

Service reviews

Risk management

Issue management

Communication skills

Presentation skills

Escalation management

Team coordination

Descripción del empleo

Come and join the Littlefish team!

Work location: Nottingham or Sheffield (Hybrid)

Salary: Up to £50,000

Must be eligible for SC Clearance (UK resident for the last 5 years)

Here at Littlefish Group, we look for people who can make arealdifference and become a giant slayer.As the world around us continues to change, we look for people who grab that change with optimism and excitement. Theseare thepassionate and high performingpeoplewho enjoy and thrive onthinking outside the box.

Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, andadd toour skills and experienceas we see Littlefish grow.

So, if this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly people- we would love to hear from you.

The role and what you’ll be getting up to day-to-day:

This is an opportunity for a capable Customer Success Manager to take ownership of customer relationships within our Cyber department, supporting the effective delivery and ongoing performance of contracted cyber services.

This role goes beyond customer engagement and satisfaction. You’ll help ensure cyber services are managed effectively, commitments are met, risks and issues are visible, and customers continue to receive value from their partnership with Littlefish Group.

You’ll work closely with customer stakeholders and internal Cyber teams, bringing together service management, commercial awareness and clear communication. You’ll lead service reviews, coordinate actions, support continual improvement and maintain a clear view of account performance.

We’re looking for someone who can build credible customer relationships, stay close to the detail and work collaboratively across teams to keep services and commitments on track.

What you’ll be doing:

• Owning day-to-day customer relationships and maintaining oversight of contracted cyber services
• Leading customer service reviews and governance meetings
• Monitoring service performance, risks, issues, contractual commitments and commercial outcomes
• Working with Cyber and wider internal teams to resolve issues and drive practical improvements
• Identifying opportunities to improve the customer experience and strengthen service value
• Coordinating account-aligned teams through a matrix structure

We need a candidate with:

• Experience managing contracted IT or cyber services within a managed-services environment
• The ability to build trusted relationships with customer stakeholders
• Good commercial awareness, including an understanding of billing, profitability and contract performance
• A practical understanding of ITIL principles, supported by relevant accreditation
• Experience supporting service reviews, managing risks and issues, and driving continual improvement
• Strong analytical, communication and presentation skills
• The confidence to coordinate teams, manage escalations and challenge constructively

What can we offer you?

• Referral bonus scheme of £1000 when you successfully refer a friend.
• Access to our LinkedIn Learning platform, with over 16000 expert-led online tutorials to enhance and achieve your personal and professional goals.
• Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare
• Casual dress policy
• Company Pension Scheme
• Company social events
• 25 days annual leave plus public / bank holidays
• Purchase of annual leave scheme

Life at Littlefish:

Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart, is very important as we see Littlefish grow.

I am High Performing-

I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.

I am Passionate-

We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.

I Have a Can-Do Attitude– I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done!

I am Cyber Conscious – I am vigilant, responsible, and proactive in protecting our people, customers and organisation from Cyber threats.

Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone irrespective of who they are, or their background, can feel equal and supported.

We encourage applications from people of all backgrounds. Please get in touch if you are concerned about any difficulties you may face during your recruitment process, so we adjust accordingly.

Part of our application process includes a set of ED&I (Equality, diversity and inclusion) questions. Please note, each question has a ‘prefer not to say ‘option).