Customer Success Manager

Description

Sue Ross Recruitment are recruiting on behalf of our client, a global leader in media solutions for the retail, hospitality, and leisure sectors, to recruit a Customer Success Manager for a full-time, permanent position.

This is a fantastic opportunity to join a creative and fast-paced company that has delivered over 79,000 installations across 165 countries. Their services help some of the world’s most recognisable brands engage customers through music, messaging, and digital signage.

As a Customer Success Manager, you’ll take ownership of a portfolio of client accounts, building long-term relationships, ensuring high satisfaction levels, and driving contract renewals and revenue growth. You’ll also play a key role in onboarding new customers, coordinating upgrades, and collaborating cross-functionally to ensure the consistent delivery of outstanding service.

Key Responsibilities for the Customer Success Manager role:

• Act as the main contact for assigned customer accounts, supporting retention and growth
• Build and maintain strong, trust-based relationships with clients to enhance satisfaction and loyalty
• Lead contract renewals and price increase conversations to maximise customer lifetime value
• Oversee onboarding of new customers, ensuring a smooth and professional experience
• Manage upgrades, system transitions, and product recall projects with internal teams
• Deliver and participate in Quarterly Business Reviews (QBRs)
• Maintain and update customer data in the CRM system
• Monitor customer usage, collect feedback, and drive continuous service improvements
• Collaborate with technical and commercial teams to support customer trials and implementations
• Meet KPIs including revenue retention, price uplift, contract renewal, and churn reduction

Candidate Requirements for the Customer Success Manager role:

• Proven experience in customer success, account management, or a similar client-facing role
• Strong relationship-building and negotiation skills
• Confident communicator with excellent organisational abilities
• Comfortable working cross-functionally and managing multiple priorities
• Analytical mindset with the ability to translate data into actionable insights
• Experience using CRM tools and managing contract lifecycles

What’s on Offer for the Customer Success Manager role:

• Opportunity to take a lead role in shaping client success strategy
• Work with a forward-thinking, collaborative team across multiple departments
• Be part of a growing company with a strong customer-centric culture
• Career development and performance-based progression

This is an outstanding organisation to work with and the successful candidate will enjoy being part of a dynamic and forward thinking team culture. If you’re a proactive, people-focused professional who thrives on customer satisfaction and commercial results, we’d love to hear from you.

Unfortunately due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion.

May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment.