ABOUT US:

We are the UK’s largest distributor of fine writing, stationery and gift brands supplying businesses, retailers, and organisations with high-quality products. With a strong reputation for reliability, quality, and customer care, we’re looking for a motivated Customer Success Manager to help us strengthen client relationships and drive long-term growth.

JOB DESCRIPTION: CUSTOMER SUCCESS MANAGER

Job Summary:
As a Customer Success Manager, you will be the primary point of contact for all Customers and Sales Reps. You will ensure customers and reps receive excellent service, help them maximise value from our products, and work cross-functionally to resolve issues, distributing workload amongst the team and being accountable for smooth execution. Your success will directly impact customer retention, satisfaction, and revenue growth.

Key Responsibilities:

• Serve as the trusted advisor for key customers, understanding their business needs and product usage.
• Accountable for supporting reps onboard new customers, providing training and guidance to the team and customers on ordering processes, and account management tools.
• Accountable for monitoring order fulfilment, delivery schedules, and stock availability to ensure smooth operations and that reps are updates with delays, issue whilst being solutions focused.
• Proactively identify opportunities to upsell or cross-sell relevant products based on customer buying behaviour/data, working closely with the reps.
• Collect and analyse customer feedback to guide service improvements and product development.
• Manage and distribute customer enquiries, complaints, and escalations with professionalism and urgency.
• Collaborate closely with sales, warehouse, and procurement teams to ensure customer satisfaction.
• Maintain accurate records of customer interactions, transactions, and service issues in the Orderwise system.
• Track KPIs such as customer satisfaction.
• Support sales reps with account insights and contribute to client retention strategies.
• Direct line management of 2 Customer Service Administrators and 1 Sales/Customer Service Assistant

Qualifications & Skills:

• Bachelor’s degree in Business, Marketing, Communications, or related field (preferred).
• 3+ years of experience in customer success, account management, or B2B client services, preferably in wholesale, retail, or distribution.
• Familiarity with the stationery industry is a plus.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficient in ERP systems (e.g., Orderwise, HubSpot) and Microsoft Office.
• Strong leadership and organisational skills.
• Customer-centric mindset with a passion for building relationships and improving the customer experience.

Job Types: Full-time, Permanent

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• On-site parking
• Sick pay

Work Location: In perso

THE ROLE:

As our Customer Success Manager, you’ll be the key point of contact for our clients—building strong partnerships, understanding their business needs, and ensuring they get the maximum value from our products and services. You’ll oversee onboarding, provide ongoing support, and proactively identify opportunities to improve our service and grow accounts while ensuring customer satisfaction.

Key Responsibilities:

• Serve as the trusted advisor for key customers, understanding their business needs and product usage.
• Accountable for supporting reps onboard new customers, providing training and guidance to the team and customers on ordering processes, and account management tools.
• Accountable for monitoring order fulfilment, delivery schedules, and stock availability to ensure smooth operations and that reps are updates with delays, issue whilst being solutions focused.
• Proactively identify opportunities to upsell or cross-sell relevant products based on customer buying behaviour/data, working closely with the reps.
• Collect and analyse customer feedback to guide service improvements and product development.
• Manage and distribute customer enquiries, complaints, and escalations with professionalism and urgency.
• Collaborate closely with sales, warehouse, and procurement teams to ensure customer satisfaction.
• Maintain accurate records of customer interactions, transactions, and service issues in the Orderwise system.
• Track KPIs such as customer satisfaction.
• Support sales reps with account insights and contribute to client retention strategies.
• Direct line management of 2 Customer Service Administrators and 1 Sales/Customer Service Assistan