Customer Success Manager

KEY PURPOSE OF THE ROLE

You will serve as the primary point of contact for our clients, ensuring their satisfaction, retention, and success by delivering exceptional service and driving continuous value from our managed IT solutions.

You will manage and be responsible for the operational success and commercial profitability of the services delivered to the nominated customers.

Using your subject matter expertise and experience, you will ensure that all necessary governance and reporting mechanisms are established and aligned with company standards. You will maintain continuity of good business practices during the contract in-life phase

KEY RESPONSIBILITIES

Responsibilities will include:

• Build and maintain strong, long-term client relationships.
• Ensure regular customer contact through on-site visits.
• Act as the trusted advisor and liaison between the client and internal teams.
• Understand client goals and align OneAdvanced services to meet business needs.
• Proactively monitor account health, usage metrics, and satisfaction levels.
• Manage client onboarding, renewals, and service escalations.
• Identify upsell and cross-sell opportunities in coordination with the sales team.
• Collaborate with internal teams to resolve issues and ensure client expectations are met.
• Track and report on client engagement, KPIs, XLAs, and service performance.
• Contract management and development
• Financial / Commercial Management (including P&L Management and Reporting)
• Service Level Management
• Service Delivery Strategy and Development
• Risk Management
• Continuous Service Improvement
• Make decisions critical to customer engagement and success
• Develop long term strategic customer and OneAdvanced relationships
• Accountable for all contractual elements pertaining to the customer deliverables

KEY ACCOUNTABILITES

(THE CORE ACTIVITES, OUTPUTS EXPECTED OF THE ROLE, REGULATORY & LEGAL REQUIREMENTS)

• Manage the profitability of allocated contracts, analysis of P&L and customer contractual reporting.
• Identify service improvements coming out of complex operational and organisational problems and measures to improve profitability of account/s.
• To be fully familiar with the detail of all aspects of the contract, ensuring a thorough understanding of the companies obligations, and that these are delivered against.
• Understand the resources and costs required, and utilized, in the delivery of the contract.
• Accountable for the service performance of their customer contracts
• Contribute to team initiatives and service improvement.
• Manage efficiency programmes to ensure profitability and contractual obligations expectations are met and improved upon.
• Be actively involved in SMT Improvement initiatives and leadership priorities.
• Manage day-to-day relationships with key stakeholders, building strong and productive working relationships.
• Apply strict change control to all areas of the contract ensuring that specialist support is engaged.
• Build cohesive working relationships with internal stakeholders to develop cross department and business unit associations.
• Manage and be responsible for an accurate and up to date Risk Register.
• Fully understand the customers’ business and technical environment and be proactive in aligning OneAdvanced resources to ensure the most cost-efficient delivery model.
• Prepare regular Service Reports incorporating appropriate Key Performance Indicators to show performance of the services provided against the terms of the contract.
• Chair regular Service Review Meetings focusing on performance against contract and opportunities to develop the relationship and services with the customer.
• Where appropriate, produce and maintain a Service Catalogue and Operations Service Manual (Handbook) in relation to the contracted deliverables utilising the expertise of the Service Transition team.
• Produce and managed the delivery of Service Improvement plans (SIPS) and Continuous Service Improvement (CSI) items.
• Maintain positivity and a solution focused approach in challenging situations. Role model this behaviour to build team confidence levels.
• Ensure that all elements of service delivered via partners are covered by contracted terms that are at least equal to the OneAdvanced contracted deliverables. Manage the partner appropriately to ensure their business obligations are met. Any exceptions to be identified as a risk and mitigated as far as practical.
• Ensure out of scope chargeable revenue information is captured and submitted for invoice at agreed intervals.
• Identify additional opportunities and either progress directly or work with the Account Director to develop.
• Support Sales in the re-negotiation of contracts
• If requested by SMT be involved in the bid for new contracts including (but not limited to) signing off Service Management and commercial elements. Present to potential customers the benefits of the Customer Success practise.
• Act as a point of escalation for customer issues & co-ordination of resources. Act as first point of reference for penalty claims and manage these to resolution.
• Manage small in-life projects.
• Support pre-Sales activity on new services & solutions ensuring alignment to existing services that are provided.
• Ensure adherence to all OneAdvanced procedures including escalation, complaint, quality, confidentiality, and security policy.

KEY CAPABILITIES

• In-depth understanding of service provided and specialised level of knowledge of service disciplines
• A minimum of 3 years experience in a SIAM Service Integrator Role
• ITIL Foundation V3 certificated (V4 preferred)
• Recognised as a subject matter expert in Service Delivery best practice
• Demonstrate understanding of Financial contract management
• Must be able to understand and interpret contractual terms
• Ability to interpret internal and external business challenges and take decisions independently whilst guided by policies and procedures and departmental leads.
• Able to identify and resolve complex operational issues whilst cognisant of broader business impacts.
• High level of commercial competency – able to identify and progress new business opportunities, able to identify risks and mitigate, coordinating the business to do so.
• Seen as a role model to CSM team members
• Continuous improvement ethic – ability to identify and implement Service and Commercial improvements using the LEAN CSI model.
• Significant experience in external client facing roles delivering service.
• Excellent relationship management skills, must project a professional image at all times
• Excellent matrix management skills. To ensure all teams delivery to their full potential.
• Excellent analytical capability
• Ability to work independently with minimal guidance
• Ability to plan, run, manage, and accurately record effective meetings
• Demonstrate understating of the OneAdvanced Vales and the impact they have on the business
• Live the values of the Major Customer Success Management team charter
• High level of communication / negotiation and influencing skills with the ability to build relationships with senior internal and external stakeholders.

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures
• Income protection: up to 75% salary for 5 years if you ever need it

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference 

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.

We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.

Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Join us and become part of a team that’s powering the world of work and making a real difference.

Learn more at www.oneadvanced.com