Customer Success Manager

Customer Success Manager

Barnsley - Office Based

Up to £40,000

The role plays a key part in making sure customers get real value from services from day one. You will work closely with Account Managers and Customer Support, the CSM helps bridge proactive service delivery with day-to-day support, with a strong focus on onboarding, long-term satisfaction and retention.

• Take ownership of complex or cross-team customer issues that need escalation.
• Monitor customer usage and satisfaction to identify risks and improvement opportunities.
• Support Account Managers with impact reports, account reviews and renewal conversations, using clear evidence around usage, engagement and outcomes.
• Identify early signs of disengagement or underuse and support improvement plans.
• Clearly demonstrate the value delivered by services, ensuring customers understand the impact and depth of support provided.
• Own the full onboarding and offboarding journey for customers.

• Previous experience within a Customer Success or similar role.
• Experience supporting customers through service change or digital transformation.
• Strong communication and relationship-building skills.
• Experience using CRM or support tools such as Zendesk or Salesforce.
• Comfortable using data to understand engagement and drive improvement.
• Experience supporting onboarding or delivering customer training.
• Ability to identify risk signals and opportunities from customer behaviour.
• Experience working within the Public Sector, Education, Health, Tech or similar industry would be desirable.

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