JOB DESCRIPTION
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.
Defence&NS CustomerSuccess Manager
About the Team
You’lljoin our Defence& National Security Client Group, working closely with MOD and NS clients. This is a high-performing, fast-paced team within our Sales function, focused on customer success and commercial growth.We’recollaborative, diverse, and thrive under pressure—while keeping things fun and supportive.
About You
You’rea team player with a positive, entrepreneurial mindset and deep domain knowledge ofDefence, having worked in this environment recently.You’recommercially savvy, comfortable in a quota-driven, competitive environment, and skilled at building trust-based relationships. Whileyou’llwork remotely,you’rehappy to travel when needed to meet client expectations.
You excel at planning andprioritisingto hitdeadlines anddeliverresults aligned with both business and customerobjectives.
Main Purpose of the Role & Responsibilities
As Customer Success Manager,you’llown a defined set ofDefenceand NS accounts. Your mission:
1. Retain and grow client relationships through renewals,upsell, and expansion opportunities.
2. Act as a trusted advisor,leveragingyourDefenceexpertiseto understand client challenges and align solutions to their strategic goals.
3. Partner with Consulting teams to ensure clients achievemaximumROI fromKainosservices, paving the way for future growth.
Key Responsibilities:
4. Customer Success Leadership: Use a consultative approach to understand client needs, challenges, and opportunities. Build strong relationships from C-level to operational teams.
5. Commercial Growth: Define retention and growth priorities,maintainaccurateforecasts, and deliver against sales targets.
6. Business Acumen: Structure and negotiate compelling commercial offers aligned with Kainos’ strategyand customerneed. Present proposals that deliver mutual value.
7. Account Planning: Apply best-practice methodologies to map stakeholders, influence buying committees, andprioritiseactivities.
8. Team Collaboration: Work with AccountLeaders, Consulting teams, and partners tomaximisecross-sell opportunities.
9. External Ambassador: Represent Kainos’ culture and values in every client interaction.
Essential Requirements
10. Proven Account Management experience with strong business development skills.
11. Strong understanding of Kainos’ technical offerings.
12. Knowledge of IT business development and contract management.
13. Track recordof meeting retention and growth targets.
14. Familiarity with account planning methodologies andaccuratepipeline management.
15. Ability to influence at all levels, including executive and C-suite.
16. Excellent communication, presentation, andproposal-writingskills.
17. Strong negotiation skills and commercial awareness.
18. Familiarity with CRM tools (e.g.Dynamics 365)
19. Willingness to travelregularly/asrequiredfor client engagements.
20. Ability to thrive in a dynamic, high-pressure environment.
21. Ideally you hold a minimum of SC. If not, you must be eligiblefor a minimum of SC clearance and a willingness to be cleared to this level.
Embracing our differences
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 that everyone's journey is different, and by having a private conversation we can ensure that our recruitment process is tailored to your needs.