Customer Success Manager

Customer Success Manager - MSP (Managed Service Provider)

Salary: 30,000 - 40,000 depending on experience

Location: Plymouth, PL6 / Hybrid

Excellent benefits:

• 25 days holiday
• Fully funded training and industry-recognised certifications
• Career progression
• Health, dental and optical scheme
• Life insurance
• 1 day per year fully paid to volunteer for charity or local cause of your choice
• Regular social events

The Role

As the Customer Success Manager, you will lead a small team of Customer Success Executives and work closely with our Enterprise Accounts. Your ability to build rapport and your enthusiasm will be key in connecting with client stakeholders. You will guide, support, and coach your team, collaborating with the broader management.

A driven, solution-oriented professional, you thrive in fast-paced environments and consistently achieve high goals. Your enthusiasm for technology and commitment to exceptional service will embody the MSPs ethos of a trusted IT provider in the South West. While not a technical role, you will need to develop a strong understanding of the MSP's products and services.

Key Responsibilities

As the Customer Success Manager:

• Act as line manager for the Customer Success Team members.
• Conduct routine one-to-one employee appraisals in line with company policy.
• Represent the Customer Success Team within the Management Team, briefing Senior Management and communicating company initiatives, decisions, plans, and targets to the Customer Success Team.
• Ensure the Customer Success Team adheres to company procedures and guidelines.
• Support and participate actively in the recruitment and onboarding of new team members.
• Generate progress reports for clients and Senior Management.
• Assist less experienced colleagues with training and direction, identifying and addressing training needs.
• Act as an escalation point for client complaints, handling issues calmly, non-confrontationally, and courteously.
• Ensure follow-up actions from client complaints, employee appraisals, and internal meetings are taken, and provide timely updates to Senior Management when appropriate.

As a member of the Customer Success Team:

• Discover and capitalise on upsell and cross-sell opportunities.
• Develop and maintain a strong technical understanding of the company's products and services.
• Collaborate closely with the Sales Team and liaise with the Technical Team on behalf of clients.
• Ensure all contracts are renewed upon expiration.
• Ensure clients receive services that meet their needs and budget.
• Visit and host clients to build strong relationships and foster a "can-do" attitude.

As a member of the MSPs team:

• Provide exceptional service to clients and maintain positive relationships with colleagues.
• Undertake training and assist in training new or existing staff members as required.
• Perform other duties as needed within the general scope of the role.
• Adhere to all company procedures and guidelines.

Key Requirements

• Strong, proven track record in a similar role, such as Customer Success Executive or Client Relationship Executive
• Demonstrated leadership experience
• Valid driving license and willingness to travel as needed
• Experience working within technology is an advantage

Key Behaviours

• Exceptional Communication and Listening Skills: Ability to convey information clearly and understand clients' needs effectively.
• Excellent Interpersonal Skills: Strong ability to build and maintain relationships.
• High Energy Level: Enthusiastic and dynamic approach to work.
• Organised and Proactive Approach: Efficient and forward-thinking in managing tasks and responsibilities.
• Leadership Skills: Capable of guiding, inspiring, and managing a team effectively.
• Influencing Skills: Ability to persuade and motivate clients and colleagues.
• Curious and Inquisitive: Eager to learn and explore new ideas.
• Hunger to Learn and Develop: Keen interest in continuous personal and professional development.
• Friendly and Approachable: Warm and welcoming demeanour.
• Team Player: Collaborative and supportive within a team environment.
• Proactive Nature: Self-motivated and takes initiative.
• Excellent Problem-Solving Skills: Ability to identify issues and implement effective solutions.
• Leadership Skills: Capable of guiding, inspiring, and managing a team effectively.