Customer Success Manager

Overview

Rialtas, part of the global Harris Computer family, is seeking a proactive and commercially focused Customer Success Manager to lead and grow our existing strategic customer relationships. Reporting to the Sales Manager, the Customer Success Manager will work closely with the Existing Inbound Sales Lead to align customer success activity with broader sales campaigns, revenue targets, and strategic priorities. This role will focus on deepening engagement with top strategic customers while developing scalable processes and frameworks for managing the wider client base.

Our offices are located in Uffcott, Wroughton near Swindon, easily accessible from Junctions 15 and 16 on the M4. This is a hybrid role, with on-site presence to be agreed. Occasional travel to client sites and UK-wide conferences will be required.

What you will do

Responsibilities

• wthOwn and drive the customer success strategy to strengthen relationships with our existing customers
• Focus on top named strategic customers, ensuring high engagement, satisfaction, and identification of upsell and cross-sell opportunities
• Collaborate with the Sales Manager to ensure sales campaigns and communications are aligned with customer needs and commercial goals as well as processes for managing and growing the customer base effectively

Key Focus Areas

• Identify and execute opportunities for upselling, cross-selling, and increasing customer lifetime value
• Deliver on KPIs for the customer success and B2B sales functions, ensuring they align with business priorities
• Monitor and report on key metrics, including retention, churn, customer satisfaction, and revenue contribution
• Work to reduce attrition across all customer segments through proactive engagement and service delivery excellence
• Report to Sales Manager to align campaigns, messaging, and promotions with customer growth strategy
• Collaborate cross-functionally with Professional Services (PS) to ensure customer bookings, campaigns, and communications run smoothly
• Share insights and customer feedback to help shape product and service improvements

Reporting & Insights

• Provide regular reports to the Sales Manager on performance, trends, risks, and opportunities within the customer base
• Maintain accurate customer records, pipeline updates, and activity tracking using CRM systems
• Present strategic insights on retention, growth, and customer engagement to support data-driven decision-making
• Build and update Customer Account plans for named customers to understand their strategic landscape and opportunity development potential

What we are looking for

We are seeking a motivated, commercially astute individual who embodies our values and brings both strategic thinking and hands-on leadership to the role. You will thrive in a collaborative, customer-focused environment and be excited to contribute to a passionate, close-knit team.

Skills & Experience

• Proven experience as a Customer Success Manager, Account Manager, or Relationship Manager, ideally within a software or B2B environment
• Strong background in customer growth, retention, and revenue optimization
• Demonstrated success in identifying and delivering upsell and cross-sell opportunities
• Excellent analytical and reporting skills, with experience working to KPIs and performance targets
• Skilled communicator with strong relationship-building and influencing abilities
• Proficiency in CRM platforms and customer analytics

Personal Attributes

• Customer-centric and commercially astute
• Strategic thinker with strong operational execution skills
• Data-driven with excellent problem-solving abilities
• Collaborative, proactive, and adaptable in a fast-paced environment

Additional Requirements

• Own transport and a valid driving licence
• Excited about joining an initially small team that cares passionately about its customers

About Us

Rialtas is the market leader in providing accounting and administrative software and services for local councils in England and Wales. Rialtas is proud to be part of the Harris Computer family, a provider of mission-critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia, and Australia. The opportunity for personal career growth is significant.

Policy

Rialtas is dedicated to the achievement of equality of opportunity for all staff and applicants for employment. This policy prohibits discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, age, national or ethnic origin, disability or any protected category under applicable law, and ensures that competent individuals will be given the opportunity to join Rialtas and progress within the Company in accordance with their abilities.

Benefits

Harris offers an extremely competitive UK employee benefits programme. 5 personal days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward amounting to £325 per annum.

Application

Our recruitment process will comprise interviews and, at times, a written exercise, an assessment day and/or a presentation. We are an equal opportunities employer. If your application is progressed, please inform us of any adjustments or additional support you may require.

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