Customer Success Team Manager

ACAMS; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading international organization is seeking a Customer Success Team Manager to oversee operations and drive customer loyalty. This role involves managing teams, improving processes, and collaborating with various departments to enhance customer experience. Ideal candidates will possess strong leadership skills and a background in customer service management.

Qualifications

• 7+ years of experience, including 5+ years leading support functions across regions.
• Proven ability to manage diverse team structures to enhance customer experience.

Responsibilities

• Manage customer portfolios and develop customer-specific roadmaps.
• Lead and motivate Customer Success teams to deliver high service quality.
• Ensure customer cases are resolved within KPIs.

Skills

Customer service orientation

Stakeholder management

Project management

Problem-solving

Education

Bachelor’s degree in Business or IT-related field

Tools

Salesforce Sales/Service Cloud

Excel

MS Visio

Power BI

Job description

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About ACAMS

ACAMS is a leading international membership organization dedicated to providing opportunities for anti-financial crime (AFC) education, best practices, and peer-to-peer networking to AFC professionals globally. With over 100,000 members across 180 jurisdictions, ACAMS is committed to ending financial crime through knowledge-sharing, thought leadership, and risk-mitigation services. Our certifications, including CAMS, CGSS, and CCAS, are recognized standards in the field. We also have 60+ Chapters worldwide to support training and networking. Visit acams.org for more information.

Opportunity at a Glance

Reporting to the Sr. Director, the Manager will oversee daily customer success operations in the region, working closely with regional and global teams across sales, marketing, product, and events to execute deliverables, improve processes, and support growth. The role involves managing, developing, and leading regional Customer Success Operations teams.

Responsibilities

1. Manage Customer Portfolios:
   • Develop customer-specific roadmaps aligned with strategic objectives.
   • Create and update success roadmaps and deliverables.
   • Drive customer loyalty through onboarding, issue resolution, and relationship management.
   • Analyze KPIs like retention, utilization, upsell, and NPS to propose improvements.
2. Customer and Event Operations:
   • Ensure customer, sales, and partnership cases are resolved within KPIs, maintaining excellent service.
   • Manage all event operations (in-person and virtual) to meet timelines.
   • Balance team workload effectively and improve service KPIs.
3. Projects and Process Management:
   • Lead global Service Operations priorities.
   • Participate in and own regional requirements for global projects.
   • Map, document, and review key business processes regularly.
4. Team and Process Management:
   • Lead and motivate Customer Success teams to deliver high service quality.
   • Implement regional initiatives to improve engagement and scores.
   • Coordinate with HR for recruitment, onboarding, and off-boarding.
   • Oversee onboarding and training of new staff.
   • Manage operational tasks and projects as assigned.

Qualifications and Experience

• Bachelor’s degree in Business or IT-related field.
• 7+ years of experience, including 5+ years leading support functions across regions.
• Proven ability to set up and manage diverse team structures to enhance customer experience and efficiency.
• Customer service orientation with motivation and team engagement skills.
• Proactive attitude to meet and exceed goals.
• Experience with Salesforce Sales/Service Cloud preferred.
• Strong stakeholder management, project management, and influencing skills, with knowledge of Lean and Business Process Management.
• Tech-savvy with advanced skills in Excel, MS Visio, Power BI, and reporting tools.
• Fluent in English; additional European or global languages are a plus.
• Good numeracy and problem-solving skills.

EEO Statement

We are proud to be an EEO employer M/F/D/V. We promote diversity and inclusion, support laws against discrimination, and maintain a drug-free workplace.