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Role Summary
The Customer Success Manager role sits within Workforce Enablement and Training team and is aligned to our Digital Champions and Citizen Developer University Programmes, with a key focus to drive the success of this programmes with our clients. As a Customer Success Manager at Changing Social, you’ll play a critical role in guiding customers through their strategic transformation journeys by applying structured success methodologies and ensuring ongoing service value realisation.
Role Summary
The Customer Success Manager role sits within Workforce Enablement and Training team and is aligned to our Digital Champions and Citizen Developer University Programmes, with a key focus to drive the success of this programmes with our clients. As a Customer Success Manager at Changing Social, you’ll play a critical role in guiding customers through their strategic transformation journeys by applying structured success methodologies and ensuring ongoing service value realisation.
You’ll drive adoption, retention, and expansion across assigned accounts while collaborating cross-functionally to remove barriers, optimise engagement, and elevate customer experience. You’ll also contribute to our internal knowledge sharing, strategic initiatives, and brand enablement efforts — all underpinned by our LOVE and POP values.
Key Responsibilities
Customer Success & Delivery
* Apply structured success frameworks (e.g., discovery, goal setting, engagement planning) to guide customers through transformation programmes.
* Drive adoption, enablement, and renewal strategies to deliver measurable outcomes such as contract retention and expansion (upsell, cross-sell).
* Tailor engagement plans using insights from previous client work and discovery data to reflect each customer’s unique context.
* Maintain and demonstrate knowledge of Microsoft’s roadmap and industry trends to guide client conversations and ensure strategic alignment.
Business Impact
* Lead the execution of at least two annual strategic initiatives to improve lifecycle outcomes or internal workflows.
* Identify and document a minimum of four upsell/cross-sell opportunities per quarter and ensure progression through CRM and collaboration with Sales.
* Champion adoption metrics and drive delivery team OKRs to support internal KPIs and customer maturity growth.
Leadership & Stakeholder Management
* Own and actively manage Customer Success Plans across assigned accounts, ensuring alignment with both customer goals and internal objectives.
* Navigate complex customer scenarios (e.g., renewal risk, stakeholder changes, misalignment) to protect and retain accounts.
* Drive quarterly value-based negotiation outcomes such as renewals, strategic partnerships, or internal case studies.
* Identify delivery inefficiencies and lead process improvements with tangible outcomes documented quarterly.
Communication & Influence
* Lead monthly check-ins and quarterly executive reviews with key stakeholders to communicate performance, value delivery, and renewal readiness.
* Deliver high-quality, audience-aligned presentations and session content that reflect customer maturity and priorities.
* Provide structured, actionable feedback to internal teams to improve service quality and ensure client feedback loops are closed.
Problem Solving & Innovation
* Use customer engagement data (e.g., sentiment, participation, Champions) to detect risks and unlock growth opportunities.
* Develop and implement tactical solutions for adoption challenges, communicating results to build confidence and trust with customers.
* Track intervention success using defined KPIs and proactively share outcomes through internal and external communication channels.
Essential Qualifications & Skills
* Proven experience in a customer-facing success or consulting role within the Microsoft ecosystem or digital transformation sector.
* Holds foundational Microsoft certifications (MS-900, PL-900) and is actively pursuing additional certifications (e.g., SC-900, AI-900).
* Strong analytical thinking with the ability to use data to drive decision-making and performance improvement.
* Confident communicator with executive presence and the ability to tailor messaging across stakeholder levels.
* Adaptable and resilient, with a customer-first mindset and proactive approach to problem-solving.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
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