Customer Success Manager

An exciting opportunity has arisen for a Client Success Manager to join a fast-evolving technology business during a period of continued growth and transformation.

This is a fantastic opportunity for an ambitious and technically-minded individual ready to step into a broader leadership role. Combining people management, client engagement and operational oversight, this position will play a key role in driving service performance and supporting the continued growth of the business.

The successful candidate will act as the bridge between clients, technical teams and internal stakeholders - ensuring a high standard of support delivery while developing and mentoring a small team. Joining a business where visibility and collaboration are key, this role is well suited to someone who enjoys building relationships and leading from the front.

Monday to Friday, 9:00am – 5:30pm hours with hybrid working available (approx. 1 day per week in the office). Salary is offered between £38,000 - £40,000 DOE.

The Company

This specialist technology business delivers software and support solutions to professional services clients across the UK. Operating within a niche and highly client-focused sector, they work closely with organisations to support business-critical systems and platforms.

With continued growth underway, the business offers a collaborative and supportive environment where individuals are encouraged to take ownership, contribute ideas and grow alongside the organisation.

Benefits

• 25 days holiday + bank holidays
• Additional birthday day off
• Medicash plan
• Company sick pay scheme
• Pension scheme
• Free onsite parking
• Flexible approach to working hours where required
• Genuine progression opportunities within a growing business

The Day to Day

• Managing the day-to-day delivery of technical support services to clients on a bespoke software product solution.
• Acting as the key operational contact for client accounts post-implementation.
• Assuring client SLAs are achieved through oversight of team workload and allocation
• Leading, coaching, developing and supporting a small support team, driving performance and development.
• Prioritising and overseeing incoming support issues and escalations.
• Liaising with software providers and technical teams to troubleshoot and resolve issues.
• Building relationships with client stakeholders and maintaining high levels of service.
• Supporting onboarding and transition activities following project implementations.
• Monitoring service performance, reporting and operational processes.
• Driving improvements across support delivery, documentation and ways of working.
• Collaborating with engineering and leadership teams to support wider business growth and service development.

You Will Have / Be

• Experience within a service delivery, service desk, technical support or IT operations environment.
• Previous experience managing or mentoring team members, or the ambition and capability to step into a leadership role.
• Experience within managed services, software support or technology environments would be highly advantageous.
• Exposure to platforms such as Microsoft Azure, service management tools or ITIL-aligned environments would also be beneficial.
• Strong client-facing communication skills and relationship-building abilities.
• Technical understanding of Microsoft environments, cloud platforms and IT infrastructure.
• Ability to confidently prioritise workload and manage escalations.
• Commercial awareness and a solutions-focused mindset.
• Strong organisational skills with attention to detail.
• Comfortable working in a fast-paced, evolving environment.

How to Apply

To hear more details about this opportunity, please email your CV to Rebecca Headden – Business Partner at R13 Recruitment. If you do not hear from us within 5 working days of submitting your CV, please assume you have been unsuccessful on this occasion.

For candidates applying from outside the local region, please include a brief covering note outlining your relocation plans, current location, and anticipated timeframe for moving. Applications without this information may not be considered further.