Customer Success Manager

16 hours ago

Dartford, Kent, United Kingdom Goaco Full time £60,000 - £80,000 per year

Goaco is seeking a Customer Success Delivery Manager with proven experience in digital delivery and client partnership. This hybrid role brings together structured PMO discipline with customer success leadership to ensure clients receive a clear consistent and proactive experience.

The successful candidate will act as the single point of contact for assigned customers, maintaining delivery clarity, tracking RAID items, supporting digital project success and nurturing long term trusted relationships.

Responsibilities:

  • Act as the main contact for assigned customers
  • Build strong long term relationships through proactive updates and honest communication
  • Understand customer goals and ensure delivery aligns with expected outcomes
  • Lead regular update sessions weekly and monthly
  • Manage expectations clearly and raise concerns early to avoid issues
  • Maintain RAID logs with accuracy and ensure risks actions issues and dependencies remain visible
  • Coordinate with Goaco digital, engineering and security teams to keep delivery on track
  • Monitor scope and highlight changes early
  • Provide clear status reports that simplify technical detail for non technical stakeholders
  • Drive structured delivery governance including check-ins, milestone reviews and quality gates
  • Track time effort and resource usage against budgets
  • Identify scope creep early to protect Goaco margin and customer value
  • Support planning for new phases or work packages with realistic estimates
  • Maintain a consistent cadence of communication with customers
  • Ensure all materials including agendas minutes and RAID logs are well presented
  • Support continuous improvement with feedback loops on delivery quality and customer sentiment
  • Work closely with technical teams without acting in isolation

Required Experience:

  • Experience in digital project environments such as software delivery cloud services identity platforms cybersecurity or data
  • Proven background in customer facing roles or PMO roles supporting digital or IT programmes
  • Strong experience managing RAID logs and structured delivery artefacts
  • Ability to translate technical detail into clear simple updates for customers
  • Familiarity with Agile or hybrid delivery methods
  • Experience working with stakeholders at different levels including senior leadership

Skills and Attributes needed:

  • Excellent communication skills with a calm and structured approach
  • Strong problem solving mindset with a focus on early escalation
  • High level of organisation and attention to detail
  • Ability to manage multiple customers and priorities without losing clarity
  • Collaborative mindset that aligns with Goaco values
  • Confidence working in fast paced environments with accountability
  • Positive relationship driven attitude

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