Client Success Manager

Job Title: Client Success Manager

Location: Remote

Employment Type: Full-Time, Permanent

Company Overview

We are a specialist provider of cybersecurity services, committed to protecting digital assets and maintaining the integrity of client and customer data. Our team uses innovative strategies and advanced technologies to address evolving cyber threats and deliver exceptional service.

About the Role

As a Client Success Manager, you will be the champion of client excellence, working closely with service, security operations, and consulting teams to build trusted partnerships. You will proactively manage relationships with strategic clients, keeping them informed of key metrics, service updates, and upcoming initiatives.

You will also oversee client deliverables, monitor onboarding and consulting projects, ensure milestones are met, and address any issues promptly.

Key Responsibilities

• Client Relationship Management: Build and maintain strong, trust-based client relationships, acting as their advocate within the organisation.
• Client Feedback & Improvement: Conduct regular feedback sessions, including NPS/CSAT surveys, to capture insights and drive service improvements.
• Issue Resolution: Proactively manage and resolve client concerns, escalating when necessary to ensure satisfaction.
• Service Reporting: Compile and deliver key service metrics, including Quarterly Business Reviews and service updates, highlighting performance, deliverables, and strategic recommendations.
• Growth Opportunity Identification: Collaborate with clients and internal teams to identify growth opportunities, ensuring follow-up with relevant stakeholders.
• Contract Renewals: Coordinate timely renewal discussions with account management teams to maintain ongoing client relationships.

Benefits

• 28 days annual leave plus bank holidays
• Fully funded ongoing training and certifications
• Regular team social events
• Life cover and sickness cover*
• Private medical cover*
• Home working allowance*
• 5% employer pension contribution

Essential Skills & Experience

• Minimum 24 months in a client-focused role, building lasting, trusted partnerships.
• Experience conducting quarterly business reviews and managing client feedback processes.
• Proven understanding of IT services and solutions.
• Strong, clear communication and presentation skills.
• Familiarity with security fundamentals and business requirements.
• Proficiency with CRM systems and reporting tools to track client interactions and performance metrics.
• Excellent time management and organisational skills.
• Understanding of project management delivery styles.

Personal Attributes

• Service-oriented, with a passion for delivering excellent customer experiences.
• Consistently strives to exceed expectations.
• Acts with integrity to build enduring partnerships.
• Resilient, determined, and solution-focused.
• Collaborative and supportive, ensuring no one is left behind.

Desirable Skills

• Experience as an account manager or similar role in IT or cybersecurity managed services.
• At least 12 months of experience delivering IT managed services or long-term client engagements.
• Awareness of cybersecurity industry trends and managed services.
• Confident in leading client meetings and presentations.