Customer Success Team Manager (B2B)

R13 Recruitment Ltd; Norwich; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Birthday day off

25 days annual leave and bank holidays

Pension scheme

Health cash plan

Parking space

Job summary

R13 Recruitment Ltd in Norwich is recruiting a B2B Customer Success Team Manager to lead a growing function. You will own the implementation of a new generative AI CRM platform, use data and automation to improve the customer journey, and build a high-performing team.

This is a full-time, office-based role in Norwich for the first six months, with the opportunity to move to hybrid thereafter (three days in the office and two working from home).

Qualifications

• Experience leading a customer success team in a B2B environment.
• Ability to implement and develop a CRM platform using AI features.
• Strong data analysis to improve customer experience and retention.
• Commercial awareness with focus on renewals, upsell and cross-sell.

Responsibilities

• Own the implementation and ongoing development of a new generative AI CRM platform.
• Lead the Customer Success team and set priorities for performance.
• Collaborate with internal stakeholders to deliver platform functionality.
• Develop automated customer journeys and personalised communications.
• Build relationships with key client accounts and drive retention.

Skills

People leadership

B2B customer success

Data-driven decisions

Stakeholder management

AI CRM platforms

Tools

Generative AI CRM platforms

Job description

R13 Recruitment are excited to be recruiting for a B2B Customer Success Team Manager to join an established and growing business based out of central-Norwich offices. This is a brand-new opportunity for an experienced Client-focused professional who enjoys combining people management, client relationships as well as an interest in data and technology to improve the customer experience and drive long-term partnerships.

You'll take ownership of developing a growing Customer Success function, leading the implementation of a new customer engagement platform and using data, automation and AI to create a more proactive approach to customer retention. With the opportunity to shape the team, influence processes and make a real impact on the wider business, this is a role with plenty of scope to develop.

This is a full-time, office-based position in Norwich for the first six months, with the opportunity to move to a hybrid arrangement thereafter (three days in the office and two working from home). Salary is offered at £50,000 with an additional £10,000 bonus per annum.

The Company

Our client is an established, growing business providing specialist services and ongoing support to a broad portfolio of business customers. With a strong focus on customer relationships, service delivery and continual improvement, they are investing in new technology and developing their approach to customer engagement.

This is an opportunity to join a business at an exciting stage of development, where you will have the autonomy to integrate a new operating systems using AI features, shape a function, introduce new ways of working and build a team for the future.

Your Benefits

• Additional earning potential through cross-selling and referral opportunities.
• Generous bonus scheme based on deliverables.
• Birthday day off, in addition to 25 days annual leave and bank holidays.
• Pension scheme.
• Health cash plan and wellbeing support.
• Recognition and incentive schemes.
• Ongoing learning and development opportunities.
• Parking space.

The Day to Day

• Owning the implementation and ongoing development of a new generative AI CRM platform, using data and automation to improve the customer journey.
• Working with internal stakeholders to deliver the platform implementation over the first six months.
• Building automated customer journeys and personalised communications to drive engagement.
• Leading and developing the Customer Success team, setting priorities and driving performance with future scope to grow the department.
• Managing team workflows and ensuring customer actions are followed up effectively.
• Overseeing key client accounts and maintaining strong customer relationships.
• Reviewing customer feedback and complaints to identify trends and improve service delivery.
• Collaborating with internal teams to improve customer communications, processes and experience.
• Identifying cross-selling and upselling opportunities to support business growth.

You will have/be

• Experience working with, and ideally integrating and developing, an Agentic AI CRM platform [IE exposure with: G2 MCP for HubSpot, Gainsight CS, Custify, PlanHat, Totango, Churn Zero, Catalyst, Client Success, Vitally, Vilaris]
• Excellent team and people leadership and development skills
• Experience in a commercial B2B Client Success environment
• Exposure with client contracts; retentions, renewals, growth, complaints
• Strong relationship-building and stakeholder management skills, with the confidence to work collaboratively across different departments.
• A data-driven approach, with the ability to interpret customer behaviour and performance metrics to identify opportunities.
• A desire to seek out an integrate continuous improvement measures to optimise customer experience
• Excellent organisation and prioritisation skills, with the ability to manage competing demands and drive projects forward.