Customer Success Manager

Job Description About The Role We are seeking a proactive and commercially astute Client Success Manager to join our team and support our growth across either our education, health or central government portfolios. Working directly with the client, our delivery and commercial teams you will play a crucial role in the management and development of our client partnerships, including our major clients, which include the NHS, Department for Education, Department for Work and Pensions, Ministry of Justice and the Home Office. This role requires experience operating in a professional services or delivery environment and is perfect for someone who is eager to further develop their professional and commercial skills in a supportive culture. Your primary focus will be on maintaining run-rate revenue, and helping to identify further growth opportunities. The is a hybrid with travel across our offices and client locations as required. What you’ll do: Be accountable for the creation and acceptance of project briefs and Statements of Work (SOWs) that clearly define client requirements, budgets, and timelines, and are approved before project initiation. Take responsibility for securing project extensions and renewals of existing work for existing clients. Assist, and sometimes lead, in regular client meetings and workshops, helping to gather insights and feedback to strengthen the client relationships. Interface with partners to create appropriate SOWs and manage any applicable SLAs. Act as an initial point of contact for resolving commercial challenges, coordinating with internal teams to address these effectively and escalate as needed. Keep systems up to date with all relevant client information (deals, contacts, KPIs including value adds etc) and provide accurate reporting. Take direct accountability for the management of key accounts and as part of the account team working with strategic accounts. Provide day-to-day support, working with our Delivery, in addressing and resolving client issues, Contribute to, and help deliver, the development of account strategies and plans, ensuring they align with both client goals and our business objectives. About the Candidate: We are looking for a proactive and enthusiastic candidate with a good understanding of working with the public sector, with the ideal candidate having experience in digital transformation. Experience in a role with commercial exposure, preferably within a professional services organisation focusing on public sector clients. Demonstrated ability to assist in building and maintaining strong client relationships, with experience in supporting client management and issue resolution. A high level of quality throughout all aspects of work, including the creation of commercial contracts and any documentation. The ability to self-start and drive a deal from the initial proposal through to the winning of the deal, as well as the completion of the delivery and handling and extensions or renewals. Strong financial planning and reporting skills, with an understanding of managing account budgets and supporting financial targets. Adaptable written and verbal communication styles, with the ability to present and influence key stakeholders effectively. Proactive in identifying opportunities, issues, and risks, and adept at supporting the development and implementation of solutions. Capable of managing multiple priorities simultaneously, with strong attention to detail and a focus on delivering high-quality results.