Customer Success Manager

4 days ago

Sheffield, Sheffield, United Kingdom Twinkl Educational Publishing Full time

Customer Success Manager

Location:
Sheffield / Hybrid - 3 days per week at Sheffield HQ

Salary:
£37,000 - £50,000

Contract:
Permanent

Hours
: 37.5 hours per week

We are looking for a dedicated Customer Success Manager to join our team and provide exceptional service to our B2B customers. This role is pivotal in ensuring the delivery of exceptional customer experiences while driving team performance and operational efficiency.

Reporting to the Head of Customer Success, the Customer Success Manager will manage a global team, providing regular coaching, mentoring, and performance feedback to support development and maintain high-quality standards. You will monitor team activity, ensure KPIs are met, review customer interactions for quality, and foster a culture of continuous improvement.

Key Responsibilitie
s:

  • People management of the Customer Success Team; Customer Onboarding, Support and Renewals, providing on-going coaching, mentoring and performance feedback.
  • Oversee the daily operations of the teams, monitoring team activity, ensuring KPIs are met or exceeded
  • Conduct regular quality reviews of CRM data, calls and customer interactions
  • Identify and address performance trends, skill gaps and process bottlenecks
  • Promote a culture of continuous improvement; reviewing customer feedback and addressing ways to improve the customer experience
  • Work collaboratively with internal teams to resolve escalations and enhance the customer experience

Experience:

  • 2+ years experience in leading Customer Success, Support, or similar operational teams
  • Strong people management and coaching skills
  • Excellent communication skills, both written and verbal.
  • Data-driven approach with experience using CRM systems (e.g., HubSpot)
  • Empathetic leader with a passion for supporting team growth and customer satisfaction
  • Comfortable working across multiple time zones

Benefits:

In return for everything you can bring, we can offer you an exciting role in a fast-growing and dynamic business, with plenty of career opportunities.

  • A friendly, welcoming and supportive culture. We believe work should be fun and always put people before the process
  • Diversity, inclusion and belonging - our Employee Network Program includes working groups for LGBTQ+, People of Colour, Disabilities (visible and invisible), Women in Tech and Working Parents.
  • From day 1 - Westfield Health, 33 annual leave days per year (pro-rata) inclusive bank holidays, a "Me" day each year, a charity day each year, flexible working policy with opportunities to work from home and Twinkl subscriptions.
  • Quarterly company awards programme
  • Seasonal events
  • Referral scheme
  • Cervical and Prostate screening
  • Company sick pay after 3 months of service
  • After probation - cycle-to-work scheme
  • Long-term service reward - Life insurance, enhanced pension contribution, enhanced maternity pay, enhanced adoption pay and enhanced paternity pay, long service award, long service annual leave

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