Customer Success Manager

Customer Success Manager in the Technology Sector

Hybrid – in the Birmingham office

We are supporting a growing Technology business in the recruitment of an experienced Customer Account Manager/Customer Success to join their expanding Account Management function

This role will suit someone who has previously operated in an Account Management capacity within a Technology environment and is confident managing client relationships post-sale, driving adoption, and supporting long-term retention and growth. This role is an end-to-end account management role starting from onboarding so ideal for anyone who really enjoys managing the whole client journey

You will take ownership of a portfolio of customers, acting as a trusted partner throughout the customer lifecycle. Working cross-functionally with Sales, Product and Operations, you will ensure clients maximise value from the platform while supporting renewals and identifying commercial opportunities.

Key responsibilities include managing all elements of the client relationships and accounts including:

Establishing and maintaining Client Relationships at all levels through first class engagement

Networking and client entertaining

Documenting and executing a Client Account and Stakeholder Management Plan

Measuring Client Satisfaction through an annual review process

Delivering monthly Service Reviews and quarterly Steering Groups;

Managing a sourcing and opportunity pipeline alongside clients

Handling escalated concerns or requests

Reporting and analytics

Delivering service in line with contractual SLAs and client expectations

Deliver internal revenue in line with annual budgets

Drive continuous improvement through identifying areas for improvement using reporting and internal experts

Act as the Voice of the Client during internal meetings or activities

Applicants must have

Demonstrable experience in Account Management within a Technology or similar business or similar managing the end-to-end journey

Able to work in a fast-paced environment

Strong commercial awareness with exposure to renewals and retention

Confident communicator, comfortable engaging senior stakeholders

Highly organised with the ability to manage multiple accounts effectively

Experience using CRM systems (HubSpot or similar advantageous)

Katie Bard is acting as an agency and is an equal opportunities employer.