Role Purpose

The Customer Success Manager – Team Leader is the primary customer facing point of coordination for assigned customers. The role builds trusted relationships, develops a clear understanding of customer priorities, and ensures that services, actions and communications remain aligned to agreed outcomes. It connects the customer with SecureCloud+ delivery, service, project, commercial and technical teams, providing visible ownership while ensuring that the appropriate internal specialists remain accountable for their areas. 

Success in the role is measured through strong customer engagement, clear communication, effective governance, proactive management of risks and actions, and the identification of opportunities to improve the customer experience and develop the relationship. 

Role Responsibilities

Key responsibilities for this role include but are not limited to:

In addition to the core responsibilities of a Customer Success Manager the Team Leader will:

• Provide a first level of escalation for the Customer Success department

• Allocate daily tasks to the Customer Success Team

• Update the Portfolio Director on Risk, Issues, Opportunities and progress within the accounts.

• Represent the Portfolio Director when required on Live service management.

• Conduct day to day functional management of the Customer Success Teams.

• Work with the Portfolio Director on strategies for service improvement

Customer Success Management:

The Customer Success Manager - Team Leader is a role that works to build strong relationships with customers and monitors their experience with a product or service. The primary goal of the Customer Success Manager - Team Leader is to meet the needs of customers and receive the highest ROI (Return on Investment) possible for the product or service.

• Serve as the primary point of contact for assigned customers, building trusted advisor relationships and acting as an advocate for their needs within the organisation throughout the Service Lifecyle.

• Conduct regular check-ins with customers to understand their goals, challenges, and priorities. Proactively identify opportunities to add value and drive customer success.

• Continuously review and improve customer service processes, policies, and procedures to optimise efficiency, streamline operations, and enhance the overall customer experience.

• Produce and deliver customer-facing reports and documentation, e.g., Service Management Reports, Incident Reports, and Service Management Plans.

• Produce and deliver customer communications in line with business and process needs.

Onboarding and Offboarding:

• On acceptance of the SMP (Service Management Pack), SAL (Security Aspects Letter) Transition to live strategy and the draft Exit plan, facilitate the onboarding process for new customers, providing guidance, training, and support to help them get up and running with our Secure Defence Collaboration services.

• Monitor customer adoption and usage of our services, identifying opportunities for optimisation and improvement. Provide recommendations and best practices to drive increased adoption and value realisation.

• At the end of the contract manage project closure in line with the Exit plan.

Customer Satisfaction and Retention:

• Monitor customer satisfaction and feedback, proactively addressing any issues or concerns to ensure a positive experience and drive retention.

• In collaboration with other business units, co-ordinate and oversee service performance against the SMP and overarching contract through tracking activities via VTM (Virtual Team Meetings)

• Identify renewal risks and develop strategies to mitigate them. Collaborate with sales teams on renewal negotiations and contract changes.

• Monitor the delivery of contracted services to clients to ensure that service level agreements (SLAs) and key performance indicators (KPIs) as defined in the relevant contracts are met or exceeded by SecureCloud+.

• Review the user guides, develop and provide onsite user training on the systems based on the user guides.

Customer Advocacy:

• Own the customer service as laid out in the SMP.

• Cultivate customer advocates and champions within assigned accounts, leveraging their success stories and testimonials to promote our Secure Defence Collaboration services.

• Encourage customers to participate in case studies, testimonials, and other marketing initiatives to showcase their success and strengthen our brand reputation.

• Understand customer business stakeholder needs, challenges and priorities and represent them back into the wider business.

• Escalate service failures to the relevant departmental heads or through the Portfolio Director as appropriate, implement and monitor remediation actions.

Finance and growth:

• Support the PD (Portfolio Director) and CAM (Customer Account Manager).

• Identify and support service growth opportunities

• Identify and action any impacts and opportunities to maintain or improve agreed margins.

Education and Experience Requirements

Essential

• Experience in a customer-facing role within managed services, technology, cloud, cyber security, infrastructure or another complex service environment.

• Demonstrable experience of building effective relationships with operational, technical and senior customer stakeholders.

• Experience leading customer meetings, service reviews or governance forums and converting discussion into clear actions and outcomes.

• Ability to coordinate activity across multiple internal teams without relying on direct line-management authority.

• Experience managing customer concerns, competing priorities and escalations with professionalism and sound judgement.

• Clear written and verbal communication skills, including the ability to present complex service information in accessible business language.

• Good commercial awareness and an understanding of contracted scope, service levels, change control and customer expectations.

• Knowledge of IT service management principles and service governance; ITIL Foundation or equivalent practical experience is advantageous.

• Strong organisation, prioritisation, follow-through and attention to detail.

• Ability to obtain the appropriate Security Clearance.

Desirable

• Bachelor's degree in business administration, management, or a related field (Master's degree preferred).

• Previous experience in a leadership role within customer operations or a related field.

• Strong understanding of customer service principles and best practices.

• Excellent communication and interpersonal skills, with the ability to engage effectively with customers and team members.

• Proven ability to drive results through teamwork, collaboration, and innovation.

• Experience working in a secure, regulated, defence, public-sector or high-assurance environment.

• Experience supporting service transition, onboarding, renewals, account planning or continuous improvement activity.

• Familiarity with customer relationship management, service management, reporting and collaboration tools such as, Jira, Power BI and Microsoft 365.