Senior Customer Success Manager - Manchester Airport Working as a Senior Customer Success Manager, you will be responsible for driving the success of strategic customers by managing relationships, overseeing operations, and identifying growth opportunities. The ideal candidate is a seasoned CSM who can influence both internal and external stakeholders and navigate complex, matrix organisations. Key Accountabilities: Serve as the primary point of contact for high-value, strategic customers, fostering long-term relationships and ensuring their overall success. Understand the business objectives, challenges, and goals of strategic customers, and proactively provide solutions to meet their needs. Provide coaching and mentorship to junior Customer Success Managers (CSMs), helping them to develop their skills and meet performance goals. Act as a point of escalation for complex issues, providing guidance and support to team members in resolving challenges. Identify and execute on upsell and cross-sell opportunities within strategic accounts to drive revenue growth and expand the relationship. Oversee the financial performance of strategic accounts, ensuring that profitability targets are met, and gross margins are optimised. Manage the operational delivery of contracted services to the nominated contracts to ensure that SLA’s and KPI’s as defined in the relevant contracts are met or exceeded. Manage all aspects of the contract lifecycle, including negotiations, amendments, and renewals, ensuring compliance with terms and conditions. Coordinate with legal, finance, and other internal teams to ensure timely contract renewals and address any requested changes. Oversee the daily operations for strategic accounts, ensuring the seamless delivery of services and quick resolution of issues. Collaborate effectively with cross-functional teams (e.g., product development, operations, sales) to deliver on customer needs and drive business results. Prepare and deliver presentations, reports, and updates to key stakeholders, highlighting successes, challenges, and opportunities for growth. Represent the company at customer meetings, industry events, and conferences, serving as a thought leader in customer success. What are we looking for? More than 5 years' experience managing Customer Accounts Customer facing experience and customer service skills Leadership: Ability to inspire and guide a team, providing mentorship and direction to help others succeed. Strategic Thinking: Anticipates future needs, identifies opportunities, and develops long-term plans to ensure customer success and business growth. Financial Acumen: Strong understanding of financial metrics and ability to manage profitability across strategic accounts. Customer Advocacy: Deep understanding of customer needs and the ability to translate them into actionable business strategies. We offer: ESP offers a competitive salary pension, life assurance and access to ongoing training and career development. Who is ESP: ESP has been providing customized IT support solutions to businesses around the world for 30 years. We are expertly managed by a dedicated service team and provide day-to-day support through a team of on-site engineers or responsive guest technicians, service desk coordination of all your IT support requirements or delivery of a specific project such as a system change or a company-wide installation of new hardware, all tailored to the customer's needs. We have multiple vacancies available for our growing client base and are hiring immediately. We ensure a fast process and a quick response. Apply now and a member of our talent acquisition function will be in touch to guide you through the process. Join a team that values excellence – our ISO 9001 certification reflects our commitment to quality and superior customer service. AviationCustomerSuccess AviationCSM AirlineCustomerExperience AviationClientSuccess CustomerSuccess CustomerSuccessManager CSM ClientRelations BusinessGrowth