Customer Success Manager
Mid Kent
8am – 5.30pm
Hybrid Working Model (2 days in the office)
We are looking for a proactive and driven Customer Success Manager to join our client’s expanding Customer Success team. In this key leadership role, reporting to the Head of Customer Success, you will oversee the team and contribute to shaping strategies that strengthen customer satisfaction, retention, and long-term growth.
Duties to include:
1. Lead and mentor the customer success team, ensuring customers receives a positive experience throughout their journey.
2. Handling customer escalations, taking ownership of complex issues.
3. Providing support and guidance to the team and holding regular 1 2 1 meetings and appraisals.
4. Monitor sales performance against the business strategy and budget to record and report trends.
5. Collaborating with internal departments to provide a seamless customer experience.
6. Generating regular reports and presenting the feedback to senior stakeholder.
7. Ensuring that KPIs/SLAs are being met by the Customer Care team and installing plans when they are not maintained.
To right candidate will have/be:
8. Experience working within regulated environments (FCA) is essential.
9. Strong leadership experience within Customer Success or a similar customer-focused environment
10. Excellent communication and problem-solving skills
11. A passion for improving processes and driving team performance
12. A customer-first mindset with the ability to build trusted, long-term relationships
13. Strong technical aptitude and highly confident with digital tools and systems.
14. Proven ability to work collaboratively within a team and contribute to achieving shared targets.
15. Demonstrated capability to work independently, using initiative to resolve enquiries effectively.
What’s in it for you:
16. Opportunity to influence and shape the future of the Customer Success function.
17. Collaborative and supportive team culture.
18. Professional development and training opportunities.
19. A role that combines leadership, strategy, and direct impact on customer experience.
This position requires an individual who excels at managing customer relationships, navigating complex issues, and driving team performance.
If you want to work for a company where talent and hard work is rewarded, apply now for immediate consideration.
This role is being handled by Nicole Howe, Business Support at Pearson Whiffin Recruitment.