Senior Customer Success Manager

ANS Group; Manchester; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading technology solutions provider in Manchester is seeking a Senior Customer Success Manager to drive retention and build strong partnerships with strategic Tier 1 customers. The ideal candidate will manage customer success plans, utilize data insights for forecasting, and champion customer feedback while collaborating closely with key stakeholders. The role requires a proactive approach to continuous improvement and excellent communication skills. This position offers a vibrant, inclusive culture with a focus on employee development and work-life balance.

Benefits

25 days' holiday plus options to buy more

Private health insurance

Flexible working arrangements

Electric car scheme

Company social events

Qualifications

• Proven experience in Service Management and ITIL processes.
• Excellent communication, interpersonal, and stakeholder management skills.
• Proactive attitude to set the standard of what good looks like across the team.

Responsibilities

• Focus on key success indicators and lead Tier 1 accounts.
• Manage customer success plans and support upsell/cross-sell opportunities.
• Build strong customer relationships and act as an escalation point.

Skills

Service Management

Communication skills

Stakeholder management

Continuous improvement

Attention to detail

Job description

As a Senior CSM, you'll manage ANS' largest and most strategic Tier 1 customers, support other CSMs, and champion customer success. You'll drive retention, customer value, and long-term partnerships, while also strengthening collaboration with Microsoft and key stakeholders.

Responsibilities

• Focus on key success indicators (e.g., user engagement, SMR completion, KORE scores, renewal forecasts, SLA targets, QBRs, and success plans).
• Lead Tier 1 accounts, driving retention, growth, and strategic alignment.
• Manage customer success plans and support upsell/cross-sell opportunities.
• Use data insights for renewal forecasting and customer sentiment.
• Build strong customer relationships and act as an escalation point.
• Champion customer feedback and continuous improvement.
• Support CSU leadership in enhancing customer experience and innovation.
• Collaborate with the Lead Customer Success Architect and promote lead generation.
• Maintain best practices and pursue ongoing training and certification.
• Drive service improvement, process efficiency, and onboarding quality.
• Ensure ITIL v4 best practices and fulfillment of service definitions.
• Present monthly customer status reports to leadership.

Qualifications

• Proven experience in Service Management and ITIL processes
• Excellent communication, interpersonal, and stakeholder management skills.
• A focus on continuous improvement
• Knowledge of the ANS customer journey
• Proactive attitude to set the standard of what good looks like across the team
• Eye for detail to drive continual process improvement

Soft Skills

• Customer first mindset
• Organised and self‑motivated
• Strong time management and prioritisation skills
• Ability to a work in a high pressure environment
• A big team player
• Passionate about customer service
• Comfortable in commercial conversations

Company Culture

At ANS, we've created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative - and we do it like no other. We invest in our people. In training, development, health and more - we give you the benefits and flexibility to maintain a happy work‑life balance. We're proud of the inclusive, fun, dynamic environment we've created. It's a safe space that works for all. You don't have to be a techie to work in tech. Bring your authentic self and find your dream role here.

Benefits

• As standard: 25 days' holiday, plus you can buy up to 5 more days
• A little extra: we’ll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days’ additional holiday in the year you get married. Oh, and 5 volunteer days!
• Private health insurance
• Pension contribution match and 4 × life assurance
• Flexible working and work from anywhere for up to 30 days per year (some exceptions)
• Maternity: 16 weeks’ full pay, Paternity: 3 weeks’ full pay, Adoption: 16 weeks’ full pay
• Company social events - get ready for a jam‑packed calendar
• Electric car scheme
• 12 days of personal growth development time, Work from anywhere