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Customer Success Manager

2 months ago

Syston, United Kingdom Eileen Richards Recruitment Full time

Customer Success Manager
C£60,000 + Car
Syston, Hybrid

  • Do you have a transformational mindset and strong business acumen across a variety of functions?
  • Do you possess an ability to form strong relationships and influence key stakeholders?
  • Are you looking to work for an organisation that valued its employees?

The Company:

ER Recruitment are excited to be working with our client, a leading organisation who are widely respected in their industry. They are hiring for a Customer Success Manager, which is a new role for the company, to drive a customer-centric culture across the organisation, elevating customer experience as a strategic priority. The successful candidate will work closely with General Managers, Marketing and Operations to the Customer Proposition and associated workstreams across the business.

Role & Responsibilities of the Customer Success Manager:

  • Work collaboratively with the Business and Commercial Teams to set direction, and achieve the overall purpose, vision and priorities of the business.
  • Collaborate with senior stakeholders to develop and refine the customer experience transformation strategy, aligning it with the organisation's goals and objectives.
  • Spearhead the identification, mapping, and evaluation of customer journeys to gain insights into pain points, areas of improvement, and opportunities to enhance the overall customer experience.
  • Develop comprehensive transformation plans, outlining clear goals, milestones, and actionable initiatives that drive customer-centricity across the organisation.
  • Working with the Change and Application Change Teams, champion the customer experience transformation initiative, driving awareness, engagement, and buy-in among stakeholders at all levels of the organisation. Implement change management strategies to ensure successful adoption of new processes and behaviours.
  • Implement mechanisms to capture customer feedback, leveraging customer data to continuously improve the customer experience. Monitor and report on key customer experience metrics and KPIs.
  • Collaborate with IT and other relevant teams to identify and implement technology solutions that support the delivery of exceptional customer experiences.
  • Foster strong partnerships with stakeholders across departments, serving as a catalyst for collaboration and ensuring alignment towards delivering a seamless and consistent customer experience.
  • Working with the Marketing and Internal Communications teams to develop and maintain customer messaging across all channels and customer types.
  • Work collaboratively with key stakeholders to share insight and respond to shifting customer demands.


About You as the Customer Success Manager:

  • Experience of influencing Senior Stakeholders.
  • Deep understanding of customer needs, expectations, and trends, with a relentless commitment to delivering exceptional customer experiences.
  • Strong strategic mindset, capable of envisioning future-state customer experiences and developing plans to achieve them.
  • Proficient in leveraging customer insights and analytics to identify opportunities and make data-driven decisions.
  • Team player with a collaborative style, with high level of verbal and written skills and must be comfortable communicating at all levels.
  • Proven excellent project-management skills and extremely organised.
  • Self aware and authentic style, with ability to influence, and build internal and external networks.
  • Passion and commitment with high personal integrity.
  • Pragmatic with the ability to demonstrate resilience under pressure.


Please note by applying for this role you give consent for ER Recruitment to retain your CV for up to 24 months for the purposes of assisting you to find your next role unless you notify us otherwise.

While we aim to get back to all applicants however if you do not receive a response within seven working days then unfortunately your application has been unsuccessful on this occasion.

We are here to help with your career so please send a copy of your CV to us. If you know of anyone else who is looking for their next opportunity, please feel free to refer them to us or pass on our details.

We look forward to hearing from you.