Job Details: Customer Success Manager

Not For Profit Company
Birmingham, West Midlands
£30,000 - £35,000
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Midas Recruitment Ltd

7 High Street

Sutton Coldfield 

B72 1XH

0121 321 2444



Job Ref:

KW /4151




Customer Success Manager


Birmingham, West Midlands




Salary circa:

£30,000 - £35,000


10% Car Allowance + Bonus Structure

Role added:

31 March 2022


Full benefits seen below in Additional Info.




To assists and contribute  to the operational effectiveness of the department and the company's objectives.


  • To nurture and build long-term customer relationships with assigned customers by being the first point of contact for all queries, training, support and engagement;
  • Drive customer satisfaction, growth, revenue and retention by understanding the customers business and needs;
  • Working effectively and collaborating with the Commercial teams to ensure successful implementation and on-boarding of new and existing customers;
  • Gain a deep understanding of the customers needs and identify any cross and up-selling opportunities;
  • Enhance the customer experience and provide proactive technical and product support throughout the customer lifecycle;
  • To be the  voice of the customer , working collaboratively with marketing and products to capture insights via surveys, feedback sessions and conversations;
  • Record all customer interactions via a CRM system and maintain accurate customer records
  • To manage customer accounts throughout their whole lifecycle and proactively renewing contracts;
  • Conduct regular touchpoints and reviews via Skype, Zoom, Teams or Webinar calls to existing clients where applicable;
  • Where necessary to visit customers to deliver tender presentations, product demonstrations, support and promote products and services;
  • Building effective relationships with the Commercial and Operational teams to ensure the business supports your customers needs, managing issues and seeing these through to resolution to ensure a smooth customer journey;
  • Work collaborative with the Commercial teams and feeding into marketing initiatives and product development;
  • Closely monitor and measure key customer metrics in order to track product performance and customer satisfaction;
  • Analyse customer data (MI) and provide meaningful insights to evidence ROI and product value in order strengthen customer relationships and business opportunities;
  • To deal effectively with customer complaints according to Company procedures;
  • Maintain courtesy, professionalism and high standards of presentation in all communications with current and potential customers;
  • Retain as confidential all information protected by the Data Protection Act;
  • Comply with your obligations under the Company's data protection, information security and other relevant policies, when handling personal data or special categories of sensitive data;
  • Carry out appropriate clerical and general duties as may be required from time to time by the Manager.


Experience required:


Significant account management experience including:

  • Strong customers service delivery
  • Achieving sales through service
  • Retention and managing contracts reviews
  • Establishing rapport and building strong relationships with customers
  • Managing, resolving and responding to complaintsLiteracy,
  • Ability to work under pressure and achieve targets
  • Excellent administrator with ability to plan, organise and prioritise tasks
  • Excellent interpersonal and communication skills, both written and verbal
  • Strong analytical skills with the ability to source and present management information
  • An enthusiastic and self-motivator
  • Desire to succeed
  • A focused individual and team player



Additional information:


  • Location - Remote/Home Working with flexibility to attend office in Birmingham Head Office and Customer Sites as required
  • 37.5 hours per week Monday to Friday (08:30am to 5:00pm with 1 hour lunch break - unpaid)


Full Benefits package:


  • Company Health Cash Plan (Silver Level) paid for by the client
  • 26 Days Holidays per year plus 8 bank holidays (UK)
  • Life Style Leave Day for moving house or for your child starting school.
  • Refer an employee scheme - financial incentives for recommending a successful candidate to the company.
  • Connect App which includes 100s of discounts for shops, restaurants and hotels as well as health benefits such as 24/7 GP access, access to free counselling services and reduced gym memberships as well as access to free financial, wellbeing and legal advice.
  • Eye test vouchers and vouchers towards the cost of glasses.
  • Company Pension Scheme via Aviva.
  • Salary Sacrifice schemes via VIVUP including the option to purchase electrical goods and furniture via salary sacrifice.
  • Option to purchase up to 5 days extra holiday per year.
  • Enhanced maternity and paternity leave.





If you require any further information, please contact:

Karla Watts on 0121 321 2444.



Office Use Only:-


Division - Comm

Service - REGISTER



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