Senior Customer Success Manager
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Job Location:
Manchester - UK
Monthly Salary:
Not Disclosed
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
The role
As a Senior CSM youll manage ANS largest and most strategic Tier 1 customers support other CSMs and champion customer success. Youll drive retention customer value and long-term partnerships while also strengthening collaboration with Microsoft and key stakeholders.
What will I be doing
- Focus on key success indicators (e.g. user engagement SMR completion KORE scores renewal forecasts SLA targets QBRs and success plans).
- Lead Tier 1 accounts driving retention growth and strategic alignment.
- Manage customer success plans and support upsell/cross-sell opportunities.
- Use data insights for renewal forecasting and customer sentiment.
- Build strong customer relationships and act as an escalation point.
- Champion customer feedback and continuous improvement.
- Support CSU leadership in enhancing customer experience and innovation.
- Collaborate with the Lead Customer Success Architect and promote lead generation.
- Maintain best practices and pursue ongoing training and certification.
- Drive service improvement process efficiency and onboarding quality.
- Ensure ITIL v4 best practices and fulfillment of service definitions.
- Present monthly customer status reports to leadership.
What will I bring to the role
- 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
- Proactive attitude to set the standard of what good looks like across the team
- Eye for detail to drive continual process improvement
Soft skills:
- Customer first mindset
- Organised and self-motivated
- Strong time management and prioritization skills
- Ability to a work in a high pressure environment
- A big team player
- Passionate about customer service
- Comfortable in commercial conversations
Why work for ANS
At ANS weve created a place where everyone can be themselves and we empower our people to get the job done. Openness ambition honesty and passion are what drive us every day. We are bold courageous and innovative and we do it like no other. We invest in our training development health and more we give you the benefits and flexibility to maintain a happy work-life balance.
Were proud of the inclusive fun dynamic environment weve created. Its a safe space that works for dont have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more atLinkedIn pages.
Whats in it for you
With fantastic benefits an inclusive culture and a cool office space were your kind of workplace.
Company benefits
- As standard:25 daysholiday plus you can buy up to5 moredays
- A little extra:well give you yourbirthday offand an extracelebration dayfor whatever you want!Tying the knotYou get 5 days additional holiday in the year you get married. Oh and 5volunteer days!
- Private health insurance
- Pension contribution match and 4 x life assurance
- Flexible workingandwork from anywherefor up to 30 days per year (some exceptions)
- Maternity: 16 weeks full pay Paternity: 3 weeks full pay Adoption: 16 weeks full pay
- Company social events get ready for a jam-packed calendar
- Electric car scheme
- 12 days of personal growth development time
ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly regardless of age disability gender reassignment gender expression marriage and civil partnership pregnancy and maternity race religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.
The Benefits
The Benefits
Work from anywhere
Private Medical
Pension Scheme
Life Assurance
Volunteer Days
Electric Vehicle Scheme
Personal Development Days
Ride to Work Scheme
Documents
Required Experience:
Manager
Key Skills
- Debugging
- Remote Access Software
- IT Service Management
- IOS
- Multithreading
- VPN
- Neo4j
- FISMA
- SSO
- Github
- Google Suite
- Troubleshooting
