Job Title: Customer Success Manager Salary: £40,000 per annum Location: Coleshill B46 Hours: Full-time, 45 hours per week (Monday to Friday) We are currently recruiting on behalf of a leading logistics provider seeking a proactive and customer-focused Customer Success Manager to join their team at Hams Hall. This is an excellent opportunity to join a dynamic and growing company with a strong customer-first culture and a commitment to operational excellence. Purpose of the Role: To act as the main point of contact for key customers, ensuring seamless service delivery across the business while proactively identifying opportunities for improvement and building strong, long-lasting client relationships. Main Duties and Responsibilities: Act as the key liaison for major customer accounts, ensuring satisfaction and loyalty Monitor customer service KPIs, resolve queries, and escalate where necessary Collaborate with internal departments to maintain high-quality service levels Oversee onboarding processes and maintain customer documentation and contracts Utilise CRM and logistics systems to track customer interactions and performance Coordinate service delivery across teams and ensure accurate reporting Support operational efficiency, quality assurance, and continual service improvement Manage staffing levels, shift patterns, and compliance in line with HR policies Lead customer service/admin functions and ensure service delivery meets SLAs Assist in proposals, costings, and support tender submissions Maintain compliance with SOPs and ensure continuous improvement in all service areas Participate in projects and contribute to strategic business goals Report on KPIs including invoicing, pick performance, and occupancy levels Experience / Knowledge Requirements: Proven experience in customer success, account management, or customer service within logistics/supply chain Strong background in warehouse management systems (WMS) and CRM platforms Experience creating SOPs, leading training, and driving service standards Skilled in using data for reporting and service improvements NVQ or equivalent in Business or Management Proficient in MS Office (Excel, Word, Outlook, PowerPoint) Experience in 3PL environments and onboarding new clients Excellent communication and relationship-building skills Analytical and detail-oriented with a data-driven mindset Solutions-focused and proactive approach Strong organisational skills and ability to work under pressure Confident in decision-making, training delivery, and team leadership Flexible, adaptable, and committed to continuous improvement Professional, trustworthy, and aligned with company values Benefits: 22 days annual leave plus bank holidays Company pension scheme Life insurance Access to Employee Assistance Programme (including family support, legal/wellbeing advice, and retail discounts) Free on-site gym and secure parking Company uniform provided To find out more about this opportunity, please contact Alice Connors at The Recruitment Group.