CUSTOMER SUCCESS MANAGER

Location: Check Communications Limited, Nr. Chester
At Check, we’re proud to deliver industry-leading cloud telephony and AI-powered communication solutions for the UK’s Primary Care (NHS) and Contact Centre sectors. Our success is built on strong, long-term relationships with our customers, and we’re now looking for a Customer Success Manager to join our team.
This is a pivotal role, ensuring our customers receive an exceptional experience from day one and throughout their journey with Check. You’ll be their trusted point of contact, supporting them, training them, guiding them, and making sure they feel fully supported and valued.
Candidates requiring part time/flexible hours (such as 9.30am-2.30pm) will be considered.

SKILLS & QUALIFICATIONS

• Proven experience in customer success, account management, or customer-facing roles.
• Strong communication and relationship-building skills.
• Ability to explain technical concepts in clear, simple terms for non-technical users.
• Experience delivering training, workshops, or customer onboarding (desirable).
• Organised, proactive, and able to manage multiple priorities effectively.
• Strong problem-solving mindset, with a genuine focus on customer satisfaction.
• Experience in the telecoms, IT, SaaS, or healthcare technology sector (desirable but not essential).

THE ROLE

As a Customer Success Manager, you’ll work across a wide variety of responsibilities, from onboarding new customers to nurturing existing relationships and assisting with renewals. You’ll act as the bridge between customers and our technical teams, making complex issues simple and ensuring that our clients always feel in safe hands. You will mainly be office based, but there will be on-site visits to meet customers to build face-to-face relationships.
Your goal is to help every customer get the best from Check - driving engagement, satisfaction, and long-term loyalty.

RESPONSIBILITIES

• Be the main point of contact for a portfolio of customers, ensuring strong and regular communication.
• Provide non-technical support and training, helping customers understand and maximise our products.
• Act as a liaison between customers and our technical support teams, ensuring issues are clearly understood and resolved quickly.
• Support the onboarding of new customers, guiding them through setup and handover into ongoing account management.
• Proactively monitor customer satisfaction, resolving pain points before they escalate.
• Assist with contract renewals, ensuring customers see the value in continuing their relationship with Check.
• Track and report on customer engagement, KPIs, and feedback, contributing to continuous improvement initiatives.
• You will be responsible for the customer CSAT (Customer Satisfaction Score).