Full job description

Customer Success Manager in the Technology Sector

Hybrid – in the Birmingham office

We are supporting a growing Technology business in the recruitment of an experienced Customer Account Manager/Customer Success to join their expanding Account Management function

This role will suit someone who has previously operated in an Account Management capacity within a Technology environment and is confident managing client relationships post-sale, driving adoption, and supporting long-term retention and growth. This role is an end-to-end account management role starting from onboarding so ideal for anyone who really enjoys managing the whole client journey

You will take ownership of a portfolio of customers, acting as a trusted partner throughout the customer lifecycle. Working cross-functionally with Sales, Product and Operations, you will ensure clients maximise value from the platform while supporting renewals and identifying commercial opportunities.

Key responsibilities include managing all elements of the client relationships and accounts including:

• Establishing and maintaining Client Relationships at all levels through first class engagement
• Networking and client entertaining
• Documenting and executing a Client Account and Stakeholder Management Plan
• Measuring Client Satisfaction through an annual review process
• Delivering monthly Service Reviews and quarterly Steering Groups;
• Managing a sourcing and opportunity pipeline alongside clients
• Handling escalated concerns or requests
• Reporting and analytics
• Delivering service in line with contractual SLAs and client expectations
• Deliver internal revenue in line with annual budgets
• Drive continuous improvement through identifying areas for improvement using reporting and internal experts
• Act as the Voice of the Client during internal meetings or activities

Applicants must have:

• Demonstrable experience in Account Management within a Technology or similar business or similar managing the end-to-end journey
• Able to work in a fast-paced environment
• Strong commercial awareness with exposure to renewals and retention
• Confident communicator, comfortable engaging senior stakeholders
• Highly organised with the ability to manage multiple accounts effectively
• Experience using CRM systems (HubSpot or similar advantageous)

Katie Bard is acting as an agency and is an equal opportunities employer.