Customer Success Manager

TieTalent; Greater Manchester; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading technology services company is seeking a Customer Success Manager to build strong relationships with clients and ensure exceptional service delivery. This role involves managing the customer lifecycle, identifying growth opportunities, and coordinating service delivery to meet client expectations. The ideal candidate will have experience in account management within the IT sector and possess strong interpersonal skills.

Benefits

Competitive compensation package

Collaborative work environment

Opportunity to make a real impact

Qualifications

• Proven experience in account management or customer-facing roles within IT.
• Excellent relationship-building and interpersonal skills.
• Strong commercial awareness and confidence in identifying growth opportunities.

Responsibilities

• Serve as the main point of contact for assigned customers.
• Identify upselling and cross-selling opportunities.
• Coordinate project delivery timelines and monitor service levels.

Skills

Relationship-building

Commercial awareness

Organisational skills

Tools

CRM software

Job description

About

Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.

Job Summary

The Customer Success Manager plays a central role in building and maintaining strong relationships with Evolve BG’s Customers. Acting as a trusted advisor, the Account Manager ensures Customers receive exceptional service and that their evolving technology needs are fully supported. This role involves managing the full Customer lifecycle — from onboarding and strategic reviews to identifying opportunities for growth and working cross-functionally to ensure Customer satisfaction.

Key Accountabilities

Customer Relationship Management

• Serve as the main point of contact for assigned Customers, ensuring excellent communication and service delivery.
• Build deep relationships with stakeholders to understand their business needs, goals, and challenges.
• Conduct regular account reviews and planning sessions to ensure alignment and satisfaction.
  
  

Sales & Commercial Growth

• Identify upselling and cross-selling opportunities across Evolve BG’s portfolio of services.
• Prepare and present proposals, renewals, and quotations in collaboration with technical and commercial teams.
• Support the achievement of revenue targets through strategic account planning and proactive opportunity management.
  
  

Service Coordination

• Work closely with the Service Management, delivery and support teams to ensure services meet expectations.
• Coordinate project delivery timelines, issue resolution, and ongoing Customer feedback.
• Monitor service levels and escalate issues as needed to ensure timely resolutions.
  
  

Reporting & Insight

• Maintain accurate records of interactions, renewals, and opportunities using CRM software.
• Provide internal reporting on Customer status, growth forecasts, and retention metrics.
• Gather and relay Customer feedback to help improve products, services, and internal processes.
  
  

Essential

About you:

• Proven experience in account management or Customer-facing roles within the IT, MSP, or technology services sector.
• Excellent relationship-building and interpersonal skills.
• Strong commercial awareness and confidence in identifying growth opportunities.
• Proficiency in using CRM and reporting tools.
• High level of organisation and attention to detail.
• Ability to manage multiple accounts, priorities, and deadlines effectively.
  
  

Desirable

• Experience with IT service offerings such as Microsoft 365, cloud services, or infrastructure support.
• Previous experience in a high-growth or acquisition-driven environment.
• Strong presentation and proposal-writing skills.
  
  

Why Evolve?

At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success.

We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far

Nice-to-have skills

• Broadband
• Network Security
• Cloud Services
• Wigan, England
  
  

Work experience

• (Key) Account Manager / Executive
• Sales Manager / Director of Sales
  
  

Languages

• English