Join to apply for the Customer Success Manager role at Irwin Industries
Our client, located in Swanley, is seeking an extremely driven, well‑organised, goal‑oriented, nurturing Customer Success Manager with strong people‑management skills, a solution‑oriented mindset and a keen understanding of technology, high‑volume transactions, and customer‑service‑driven businesses.
The Role
Reporting to the Head of Operations and working closely with other Managers, you will ensure the smooth and efficient management and delivery of services to all national clients through the franchise and affiliate network. The role involves both external and internal responsibilities, managing the client journey from adoption through to ongoing support, growing the affiliate network, and collaborating with franchisees to meet national account needs. You will lead a team, establish processes, manage complaints, and maintain SLA commitments while fostering a professional, supportive culture.
Key Responsibilities
* Onboard and develop new clients.
* Grow national account revenue.
* Manage client pricing.
* Handle complaint management.
* Train and mentor new members of the client (Operations) team.
* Source, onboard and arrange training for affiliates as needed.
* Overall management of all national accounts.
* Identify opportunities for additional services to existing accounts.
* Collaborate with the Franchise Network Manager to introduce new reports/services.
* Liaise with national accounts for feedback and relationship building.
* Ensure regular client visits are made personally or by staff.
* Act as QC for all reports (affiliates) within the Ops team and liaise for quality assurance.
* Communicate key accounts internally within the team.
* Supervise, manage and develop the customer support team.
* Motivate and lead team members, clarifying requirements and providing feedback.
* Participate actively in the leadership team.
Skills Required
* Proven team‑management and development experience to meet exacting standards.
* Positive, outgoing personality with a can‑do attitude.
* Strong problem‑solving, multitasking, and finishing skills.
* Exceptional communication across telephone, electronic, and face‑to‑face contexts.
* Capacity to work independently and as part of a team.
* Experience with high‑volume, low‑margin services.
* Knowledge of franchise or subcontract third‑party networks.
* Experience in small companies requiring active involvement in multiple roles.
* Creative, out‑of‑the‑box thinker.
* Attention to detail and strong interpersonal skills.
* Process and system orientation.
* Multi‑tasking and prioritising workload.
* Excellent reporting skills, delivering concise and clear analysis.
Candidate Criteria
* Passionate, energetic, positive, enthusiastic, and a team‑player.
* Proficiency with proprietary and off‑the‑shelf software systems such as HubSpot.
* Excellent customer‑facing and relationship‑building skills.
* Strong manager who understands problems, develops processes, and rolls them out to the team.
* Leads by easing team pressures, nurturing accountability, and fostering development.
* Collaborative and supportive, comfortable interacting with colleagues of varied seniority and backgrounds.
* Works on own initiative with minimal supervision.
* Strong written and verbal communication skills.
* Good verbal and written presentation skills.
Please Note
Due to the high volume of CVs we receive, we are not able to respond to individuals. If you have not received a response within 7 days, please assume your application has been unsuccessful.
Referrals increase your chances of interviewing at Irwin Industries by 2x.
Seniority level
* Mid‑Senior level
Employment type
* Full‑time
Job function
* Customer Service
Industries
* Administrative and Support Services
#J-18808-Ljbffr