Customer Success Manager

Our client, a leading customer communications company, is looking for a Continuous Improvement Lead to join their team in Sunderland. Are you an experienced Customer Success Manager looking for a new challenge? If you love stakeholder management and working in a fast-paced environment, you will love this role I am seeking a highly motivated and experienced Customer Success Manager to join the team. Our client is a dynamic and forward-thinking organisation committed to revolutionising the way our clients do business. They specialise in digital transformation services, helping clients transition from traditional paper-based processes to cutting-edge digital solutions. As a Customer Success Manager, you will drive customer satisfaction and retention through exceptional service and strategic account management. You will analyze client needs, provide tailored solutions, and build strong relationships to ensure long-term success and growth. You will be responsible for the customer relationship management of prestigious client portfolio of market-leading clients within financial services, consumer goods, utilities, and telecoms industries. Success will be achieved through managing the client and internal stakeholders effectively, providing clear verbal and written communications. Growing and developing the client accounts, through existing service offerings, with sales increase and client satisfaction at the forefront. Key Responsibilities Client Retention & Growth Engage proactively with clients to ensure ongoing satisfaction and high retention rates. Address issues promptly to maintain trust and loyalty. Foster a strong partnership with clients by demonstrating the ongoing value of our services. Identify and nurture upsell and cross-sell opportunities, subtly laying the groundwork for future expansions. Maintain comprehensive knowledge of our products and services to offer tailored solutions and recommendations. Monitor client engagement and satisfaction indicators to flag at-risk accounts early, and implement strategic save plans to prevent churn. Account Management Lead and organize Quarterly/Executive Business Reviews (QBRs/EBRs) and strategy sessions to align with client goals and assess their evolving needs. Consult regularly on content strategy and oversee its execution, ensuring alignment with client objectives. Analyze project data and metrics to provide clients with actionable insights, driving informed decisions and strategic initiatives. Address client issues proactively, collaborating internally to drive continuous improvement in customer experience. Guide clients through the platform setup and provide extensive product training to ensure a seamless experience. Develop and strengthen relationships, ensuring clients understand and appreciate the full value of our services. Extend your network within client organizations to deepen service penetration and safeguard against single-point relationship failures. Align our services with the client’s business objectives, acting as the bridge between their needs and our solutions. Collaborate closely with the internal teams to ensure smooth onboarding, identify growth opportunities, and streamline the renewal process. Key Qualifications Marketing/e-commerce Experience within a customer success role Exceptional ability to communicate and foster positive business relationships Exceptional organizational skills, with the capacity to multitask effectively in a fast-paced environment. Strong analytical skills to interpret data meaningfully and provide actionable insights Demonstrated ability to work collaboratively in a team and adapt effectively to change management processes. Advanced problem-solving skills Knowledge/Skills: Experience within a BPO, RPO or Client Services industries Strong stakeholder management experience both internal and external Line management experience High level of communication and analytical skills Please only apply if you have the right to work in the UK and can work on-site 5 days pw in Sunderland. Devonshire is an equal opportunity employer, and we encourage job applications from people of all backgrounds. All qualified applicants will receive consideration regardless of gender, race, religion, age, disability, sexual orientation, or marital status. Salary : Competitive Contract : Permanent Location : Sunderland