Customer Success Manager

Customer Success Manager

Salary: £45,000 – £55,000
Location: Sheffield City Centre (Hybrid)

Hours: Full Time

Contract: 12 Month Fixed Term Contract

Are you a people-focused leader who knows how to drive customer satisfaction, retention and commercial growth? This is an exciting opportunity to join a well-established, technology-led business as their next Customer Success Manager, leading a high-performing team and shaping the customer experience strategy.

You’ll lead a team of 15 Customer Success & Service professionals, ensuring customers receive exceptional support and long-term value. Working closely with senior leadership, you’ll play a key role in improving customer engagement, strengthening retention, and identifying opportunities for growth.

About the Role

• Leading, coaching, and developing a high-performing Customer Success team
• Driving customer satisfaction and retention through excellent service delivery
• Managing customer escalations and ensuring timely, effective resolutions
• Identifying upsell and cross-sell opportunities to support revenue growth
• Monitoring team performance against KPIs and service standards
• Developing and implementing customer success strategies to enhance engagement
• Working collaboratively with senior leaders to support commercial objectives
• Reviewing and improving processes to elevate the customer experience
• Building strong relationships with customers and internal stakeholders

What We’re Looking For

• Leadership experience in Customer Success, Customer Service, or Account Management
• A successful track record of managing and motivating teams
• Strong commercial awareness, with a focus on retention and growth
• Excellent stakeholder management and communication skills
• Experience handling complex issues and escalations
• A data-driven approach to performance and continuous improvement
• Strong organisational and problem-solving abilities
• Experience in SaaS, technology, or subscription-based services (advantageous)

If you’re looking for your next role in Customer Success, we’d love to hear from you.

Apply now and take the next step in your career.