Strategic Field-Based Customer Success Manager – London

ELIS; Greater London; On-site; GBP 50,000 - 65,000; Full time

Benefits offered by this job

Car allowance

Private medical cover

Life assurance

25 days annual leave

Job summary

Elis is seeking an experienced Customer Services Manager to build and nurture key customer relationships across London and Greater London. This field-based role attaches to the Brixton site, with most time spent supporting customers in the region.

You'll drive retention, commercial performance and account development, partnering with Sales, Operations, and other teams to deliver measurable value.

Qualifications

• Experience in Customer Service Management or Account Management.
• Ability to build long-term customer relationships.
• Proactive in retention and account development.
• Strong commercial awareness and focus on revenue.

Responsibilities

• Build and maintain strong, trusted relationships with customers across London and Greater London.
• Champion a customer-first culture, delivering market-leading service and long-term partnerships.
• Take ownership of accounts with focus on retention, satisfaction, revenue and profitability.
• Develop understanding of each customer's current and future requirements via proactive account management.
• Monitor account performance and customer satisfaction, identifying improvement opportunities.
• Work with Sales to identify growth opportunities within existing customer base.
• Review accounts' commercial performance and recommend improvements or additional services.
• Monitor usage against forecasts and communicate variances with customers and operations.
• Proactively identify and resolve potential customer issues before escalation.
• Manage challenging customer situations calmly and professionally.
• Ensure customer data is accurate in the ERP system.
• Collaborate with operations, commercial and internal teams to consistently deliver for customers.

Skills

Relationship-building

Commercial awareness

Account management

Customer service management

Communication skills

IT skills

ERP systems

Tools

Microsoft Office

ERP systems

Job description

Elis is seeking an experienced Customer Services Manager to build and nurture key customer relationships across London and Greater London. This field-based role attaches to the Brixton site, with most time spent supporting customers in the region.

You'll drive retention, commercial performance and account development, partnering with Sales, Operations, and other teams to deliver measurable value.