IT Customer Success Manager 328129

Littlefish; United Kingdom; Remote; GBP 45,000 - 75,000; Full time

Benefits offered by this job

Referral bonus

LinkedIn Learning access

Healthcare cash plan

Casual dress policy

Company Pension Scheme

Company social events

25 days annual leave + holidays

Annual leave purchase scheme

Job summary

Littlefish is seeking an exceptional Customer Success Manager to own and strengthen key client relationships, driving service excellence, profitability, and long-term partnership value. You will act as a trusted advisor to senior stakeholders, ensuring contracted services are delivered and value is realised across the partnership.

You’ll lead service reviews, manage risks, and collaborate with cross-functional teams to protect profitability and identify growth opportunities.

Qualifications

• Experience managing contracted IT services in a managed-services environment.
• Ability to build trusted relationships with senior customer stakeholders.
• Excellent commercial awareness including profitability, billing and contract performance.
• In-depth ITIL knowledge with relevant accreditation.
• Experience leading service reviews, risk management and continual improvement.
• Strong analytical, communication and presentation skills.
• Confidence to influence teams and manage escalations constructively.

Responsibilities

• Own and monitor performance of contracted services.
• Lead service reviews and governance meetings.
• Monitor performance, risks, and commercial outcomes.
• Work with internal teams to resolve issues and drive improvements.
• Identify opportunities to enhance services and customer value.
• Lead account-aligned teams through a matrix structure.

Skills

ITIL knowledge

Stakeholder management

Contracted IT services

Commercial awareness

Risk management

Analytical skills

Communication skills

Job description

Come and join the Littlefish team!

Work location: Remote, while maintaining a strong presence across our offices and with customers as required.

Salary: Up to: £75,000

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 an exceptional Customer Success Manager to own and strengthen some of our most important client relationships, driving service excellence, commercial performance and long-term partnership success.

This is not a conventional Customer Success role focused solely on engagement or customer satisfaction. You’ll be accountable for ensuring contracted services are effectively managed and delivered, commitments are met, risks are controlled and customers continue to realise value from their partnership with Littlefish Group.

You’ll operate as a trusted advisor to senior stakeholders, combining strong service management expertise with commercial awareness and the ability to influence teams across the business. From leading strategic service reviews and driving continual improvement to protecting profitability and identifying opportunities for growth, you’ll have genuine ownership of your accounts.

We’re looking for someone at the top of their field: a commercially astute, highly credible customer leader who can understand the detail, see the bigger picture and bring people together to deliver exceptional outcomes.

What you’ll be doing:

• Owning the customer relationship and the performance of contracted services
• Leading service reviews and governance meetings
• Monitoring performance, risks, contractual commitments and commercial outcomes
• Working across internal teams to resolve issues and drive improvements
• Identifying opportunities to enhance services and create greater customer value
• Leading account-aligned teams through a matrix structure

We need a candidate with:

• Strong experience managing contracted IT services within a managed-services environment
• A proven ability to build trusted relationships with senior customer stakeholders
• Excellent commercial awareness, including profitability, billing and contract performance
• In-depth knowledge of ITIL, supported by relevant accreditation
• Experience leading service reviews, managing risk and driving continual improvement
• Strong analytical, communication and presentation skills
• The confidence to influence 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).