Job Description What the role is all about… This will be a key role within the Customer Success team within Three Business. You will be the main contact for all commercial and service related queries for our biggest contract. This is a senior role which will interact at all levels within the contract up to C suite level to deliver the contractual obligations of the contract. The key deliverables are focused on maximising customer satisfaction, minimising churn, driving account growth, and leading a high-performing customer success team in a management role to ensure compliance against our Customer Charter. You will play a central role in aligning customer needs with company goals, ensuring customers achieve value, and continuously improving the overall customer experience. Please note: This is a hybrid role working between your home (2-3 days a week) and our Reading office at Green Park (2-3 days a week). What you’ll be doing… Conduct monthly reviews of all Service Level Agreement (SLA) documentation and applicable credits. Compile comprehensive monthly Service Review documentation. Chair monthly on-site Service Review meetings and ensure follow-up with written action items. Oversee Incident and Change Management processes. Manage and enhance overall Customer Satisfaction Key Performance Indicators (KPIs). Lead a small team of Customer Success Executives.