Customer Success Manager

Customer Success Manager
Reporting to: Head of Customer Success

About Us

We are a growing IT asset management business helping organisations manage technology and data securely and sustainably.

Our services include IT equipment disposal, lifecycle management, refurbishment and reuse. We support customers through equipment refresh programmes, infrastructure changes and ongoing disposal requirements, helping them meet data security, compliance and sustainability objectives.

Our Mission

We aim to extend the useful life of technology, reduce waste and deliver positive outcomes for our customers and the wider community.

Being part of our Customer Success team means ensuring customers receive a consistently high-quality, responsive and professional service.

Role Overview

We are looking for a proactive and commercially aware Customer Success Manager to join our growing Customer Success team.

You will manage the post-sales customer journey for a varied portfolio of customers, acting as a key point of contact and ensuring that customers receive maximum value from our IT asset disposal, lifecycle management, refurbishment and circular IT solutions.

Reporting to the Head of Customer Success, you will work closely with Customer Services, Service Management, Sales, Operations and Technical teams to deliver agreed customer outcomes, including secure data handling, sustainability targets, compliance requirements and financial returns from equipment resale.

The role requires strong relationship management, effective communication and internal coordination, with a clear focus on customer retention, satisfaction and growth.

Key Responsibilities

Customer Relationship Management

• Manage and develop relationships across a portfolio of customers.
• Act as a trusted point of contact throughout the post-sales customer journey.
• Build relationships with customer stakeholders across IT, procurement, sustainability, finance and operational teams.
• Develop a clear understanding of each customer’s objectives, service requirements and success measures.
• Conduct regular customer reviews and maintain agreed communication schedules.
• Represent the voice of the customer internally, ensuring feedback, risks and opportunities are clearly communicated.

Customer Onboarding and Service Delivery

• Support the successful onboarding of new customers following handover from Sales.
• Ensure customer requirements, objectives and agreed service outcomes are accurately documented and understood by internal teams.
• Coordinate with Operations, Technical and Service Management colleagues to support the delivery of customer requirements.
• Help customers understand and use the services, systems, reporting and information available to them.
• Identify potential service issues early and coordinate appropriate internal action.

Retention and Account Development

• Support customer retention by maintaining regular contact and demonstrating the ongoing value of our services.
• Identify risks to customer satisfaction, engagement or retention and escalate them appropriately.
• Recognise opportunities to expand existing customer relationships through additional services, sites, collections or solutions.
• Work alongside Sales where commercial opportunities are identified.
• Support renewal and account development activity by maintaining accurate customer plans and relationship information.
• Encourage customer advocacy, testimonials, referrals and case studies where appropriate.

Customer Insight and Reporting

• Maintain accurate customer records, actions, risks and opportunities within relevant business systems.
• Prepare information for customer reviews, internal meetings and account planning.
• Use customer feedback and service data to identify recurring themes and improvement opportunities.
• Contribute to Customer Success reporting and performance measures.

Team and Cross-Functional Working

• Work collaboratively with other members of the Customer Success team to manage priorities and maintain service continuity.
• Build effective working relationships with Sales, Operations, Technical, Finance, Service Management and Customer Services.
• Support the development and implementation of Customer Success processes, frameworks and initiatives.
• Provide appropriate cover and support across the department when required.

Requirements

• Previous experience in Customer Success, Account Management, Client Services or a comparable customer-facing role.
• Experience managing ongoing B2B customer relationships.
• Strong written and verbal communication skills.
• Ability to build credible relationships with stakeholders at different organisational levels.
• Strong organisational skills with the ability to manage multiple customers, actions and priorities.
• A proactive approach to customer service, issue resolution and relationship development.
• Commercial awareness and an understanding of customer retention and account growth.
• Confidence working with operational, technical and commercial teams.
• A data-driven mindset with experience using CRM, service management or other business systems.
• Ability to interpret customer information and identify risks, trends and opportunities.
• Strong attention to detail and personal accountability.
• Right to work in the UK.

Desirable

• Experience working with enterprise or public sector customers.
• Previous experience in ITAD, IT lifecycle management, refurbished technology, asset management, recycling or ESG and sustainability services.
• Understanding of data security, chain-of-custody or environmental compliance requirements.
• Experience supporting customer onboarding, service reviews or account planning.
• Familiarity with Customer Success measures and frameworks, including customer health scoring, NPS or CSAT.
• Experience working in a fast-paced operational service environment.

What We Offer

• Competitive salary.
• The opportunity to join and help develop a growing Customer Success function.
• Career development and progression.
• The opportunity to work with a diverse portfolio of enterprise and public sector customers.
• A working environment focused on security, sustainability and social impact.