Customer Success Manager

Overview

As a CSM within the Customer Success team, you are an experienced CSM with a strong knowledge of the role itself and ANS’ more generally. You will be responsible for our Tier 2 customers.

You will play an important role in adopting a customer culture across the Customer Success Unit; improving customer value, driving retention and growing long-term partnerships with your assigned customers, often collaborating directly with the ANS AM / AE and Exec Sponsor.

Roles And Responsibilities

• Consistently focused on brilliant basics that drive great outcomes as measured by the Leading Indicators of Success (LIOS):
  • 80% of customer users have logged into glass.
  • 100% of contracted SMR’s completed.
  • 70% of customers KORE score is >3.7.
  • 100% of contracts have a renewal forecast.
  • 85% of renewal forecast commit comes in.
  • 80% SLA across all open VOCs.
  • 10 x non SMR customer meetings delivered.
  • 100% of success plans in place.
  • No. opportunities identified (target to be defined).
• Serve as the primary day‑to‑day contact for Tier 2 accounts focusing on driving exceptional retention outcomes, providing a platform for growth and long‑term strategic alignment between customer and ANS.
• Manage and support customer progression through success plans; responsible for driving optimum value for customers.
• Identify and support the generation of upsell and cross‑sell opportunities across assigned customers.
• Use data‑driven insights to track value delivered and customer sentiment across assigned customers including accurate renewal forecasting.
• Build and maintain strong relationships with aligned customers, addressing their needs, and ensuring they derive maximum value from ANS’s products and services.
• Act as a point of escalation for your customers, overseeing issue resolution and any engagement challenges.
• Act as voice of the customer within ANS, amplifying their feedback with data and ensuring VOCs or OFIs are logged and actioned.
• Analyse and act on customer feedback for continuous improvement in customer satisfaction and loyalty.
• Work closely with the CSA’s to drive value‑added services and promote lead generation into the CSAM function.
• Develop and manage customer success plans within assigned customers.
• Maintain ANS GTM and Customer Success best‑practice knowledge through continual learning and certification.
• Demonstrate continual progression against Training and Development plans including appropriate external qualifications.
• Develop foundational sales knowledge through CoDevelopp, MEDDPICC and SIQ training programs.
• Drive continuous service improvement within assigned customers including but not restricted to:
  • Maintain / increase ANS’ Customer Satisfaction levels.
  • Customer specific SLA and KPIs.
  • Improved efficiency of ANS delivery.
  • Ownership of the onboarding experience.
  • Identify customer trends / lessons learned.
  • Process improvements.
• Ensure ITIL v4 best practice is maintained where suitable.
• Ensure all elements of the customer’s service definition are being fulfilled.
• Present monthly customer status reports to CSU leadership.

Skills And Experience Required

• Proven experience in Service Management and ITIL processes.
• Excellent communication, interpersonal, and stakeholder management skills.
• A focus on continuous improvement.
• Knowledge of the ANS customer journey.
• Eye for detail to drive continual process improvement.

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