Location: Sheffield City Centre, Hybrid (3 days office / 2 days remote)
Salary: £45,000 – £55,000
Ref: AMR D019
Type: 12-Month Fixed Term Contract
We’re partnering with a well-established, technology-led business to recruit an experienced Customer Success & Service Manager for a 12-month fixed-term contract.
The successful candidate will lead a team of Customer Success and Service professionals, ensuring customers receive exceptional support and value throughout their journey.
The Role
Key responsibilities include:
- Leading, coaching and developing a team of 12–15 Customer Success & Service professionals
- Driving customer retention and satisfaction through excellent service delivery
- Managing customer escalations and ensuring timely resolution of issues
- Identifying opportunities for upselling and cross-selling services
- Monitoring team performance against KPIs and service standards
- Developing and implementing customer success strategies to improve engagement and loyalty
- Working collaboratively with senior leadership to support revenue growth objectives
- Reviewing processes and implementing improvements to enhance customer experience
- Building strong relationships with customers and internal stakeholders
About You
To be successful in this role, you will have:
- Previous experience in a Customer Success, Customer Service or Account Management leadership role
- Proven experience managing and motivating teams
- Strong commercial awareness with a focus on retention and growth
- Excellent stakeholder management and communication skills
- Experience handling customer escalations and complex issues
- A data-driven approach to performance management and continuous improvement
- Strong organisational and problem-solving skills
- Experience within SaaS, technology, or subscription-based services would be advantageous.
What’s on Offer?
- Salary up to £55,000
- Hybrid working (3 office days per week)
- Sheffield City Centre location
- 12-month fixed-term contract
- Leadership opportunity within a growing business
- Supportive and collaborative environment
If you’re an experienced customer success leader looking for your next challenge, we’d love to hear from you. Apply today or give Anna a call for a confidential chat.