Customer Success Manager (Defence)
Location: Birmingham, England, United Kingdom
Join Kainos and Shape the Future. At Kainos, we’re problem solvers, innovators, and collaborators—driven by a shared mission to create real impact. Whether we’re transforming digital services for millions, delivering cutting‑edge Workday solutions, or pushing the boundaries of technology, we do it together. We believe in a people‑first culture where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration.
Ready to make your mark? Join us and be part of something bigger.
About the Team
You’ll join our Defence & National Security Client Group, working closely with MOD and NS clients. This high‑performing, fast‑paced team is focused on customer success and commercial growth, is collaborative, diverse, and thrives under pressure while keeping work fun and supportive.
About You
You’re a team player with a positive, entrepreneurial mindset and deep domain knowledge of Defence, having worked in this environment recently. You’re commercially savvy, comfortable in a quota‑driven, competitive environment, and skilled at building trust‑based relationships. While you’ll work remotely, you’re happy to travel when needed to meet client expectations. You excel at planning and prioritising to hit deadlines and deliver results aligned with both business and customer objectives.
Main Purpose of the Role & Responsibilities
* Retain and grow client relationships through renewals, upsell, and expansion opportunities.
* Act as a trusted advisor, leveraging your Defence expertise to understand client challenges and align solutions to their strategic goals.
* Partner with Consulting teams to ensure clients achieve maximum ROI from Kainos services, paving the way for future growth.
Key Responsibilities
* Customer Success Leadership: Use a consultative approach to understand client needs, challenges, and opportunities. Build strong relationships from C‑level to operational teams.
* Commercial Growth: Define retention and growth priorities, maintain accurate forecasts, and deliver against sales targets.
* Business Acumen: Structure and negotiate compelling commercial offers aligned with Kainos’ strategy and customer need. Present proposals that deliver mutual value.
* Account Planning: Apply best‑practice methodologies to map stakeholders, influence buying committees, and prioritise activities.
* Team Collaboration: Work with Account Leaders, Consulting teams, and partners to maximise cross‑sell opportunities.
* External Ambassador: Represent Kainos’ culture and values in every client interaction.
Essential Requirements
* Proven account management experience with strong business development skills.
* Strong understanding of Kainos’ technical offerings.
* Knowledge of IT business development and contract management.
* Track record of meeting retention and growth targets.
* Familiarity with account planning methodologies and accurate pipeline management.
* Ability to influence at all levels, including executive and C‑suite.
* Excellent communication, presentation, and proposal‑writing skills.
* Strong negotiation skills and commercial awareness.
* Familiarity with CRM tools (e.g. Dynamics 365).
* Willingness to travel regularly/as required for client engagements.
* Ability to thrive in a dynamic, high‑pressure environment.
* Ideally you hold a minimum of SC. If not, you must be eligible for a minimum of SC clearance and a willingness to be cleared to this level.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Other (Information Services)
Diversity and Inclusion
At Kainos, we believe in the power of diversity, equity and inclusion. We are committed to building a team that is as diverse as the world we live in, where everyone is valued, respected, and given an equal chance to thrive. We actively seek out talented people from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that makes them who they are. We also believe every candidate deserves a level playing field.
Our friendly talent acquisition team is here to support you every step of the way, so if you require any accommodations or adjustments, we encourage you to reach out. We understand everyone's journey is different, and by having a private conversation we can ensure that our recruitment process is tailored to your needs.
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