Customer Success Manager

Job Description

We're looking for two commercially minded customer leaders who can own strategic client relationships, influence delivery across Capita, grow the account and quickly understand the technology environment so our customers achieve maximum value from Capita AiTO services. You'll act as a trusted advisor, working with customers and internal teams to improve service performance, enable continuous improvement, manage risk and support long-term customer success.

What you'll be doing

• Managing customer relationships across the full-service lifecycle.
• Leading service reviews, governance meetings and customer forums.
• Monitoring KPIs, SLAs, customer satisfaction and service performance.
• Driving Continuous Service Improvement (CSI), optimisation and automation.
• Supporting onboarding, service transitions and transformation programmes.
• Managing risks, issues, escalations and compliance requirements.
• Owning operational, commercial, finance and technical teams.
• Monitoring cost-to-deliver performance, identifying opportunities for efficiency and ensuring services are delivered in line with financial, commercial and customer objective
• Supporting customer retention, contract renewals and growth opportunities.

What we're looking for

• You will have experience in customer success, service delivery, account management, client relationship management, managed services or technology services, together with:
• Strong stakeholder management, communication, and influencing skills.
• Experience managing customer relationships in a complex technology environment.
• Experience working with KPIs, SLAs, governance, and service reporting.
• Knowledge of ITIL, ITSM, cloud, infrastructure, or digital services.
• A track record of driving continuous improvement and customer outcomes.
• Commercial awareness with experience of risk and escalation management.