17th March, 2025
Senior Customer Success Manager – Manchester Airport
Drive Strategic Partnerships, Elevate Customer Success, and Lead with Impact
Are you an experienced Customer Success Manager ready to take the next step in your career? Do you thrive in complex, high-value customer environments where you can shape relationships, optimize operations, and drive growth? If so, we want to hear from you.
As a Senior Customer Success Manager, you will play a critical role in managing and growing strategic customer accounts at Manchester Airport. You’ll be the driving force behind customer satisfaction, operational excellence, and revenue expansion, ensuring that our partners receive outstanding service and long-term value.
What You’ll Be Doing:
1. Own and nurture relationships with high-value strategic customers, ensuring their objectives are met and exceeded.
2. Act as a trusted advisor, proactively identifying challenges and delivering tailored solutions to drive business success.
3. Provide mentorship and leadership to junior Customer Success Managers, fostering a culture of excellence.
4. Serve as the escalation point for complex issues, leveraging your expertise to drive swift resolutions.
5. Identify upsell and cross-sell opportunities to maximize account growth and profitability.
6. Oversee financial performance and ensure key profitability and margin targets are met.
7. Ensure the seamless operational delivery of contracted services, consistently meeting or exceeding SLAs and KPIs.
8. Manage contract negotiations, amendments, and renewals, working closely with legal, finance, and internal teams.
9. Collaborate with cross-functional teams, including sales, operations, and product development, to deliver outstanding customer experiences.
10. Represent the company at key customer meetings, industry events, and conferences.
What We’re Looking For:
11. Proven experience as a Customer Success Manager, Account Manager, or Client Services Lead in a B2B setting.
12. Strong ability to navigate and influence within complex, matrix organisations .
13. Exceptional stakeholder management and communication skills.
14. Experience driving revenue growth through upselling, cross-selling, and contract negotiations .
15. Financial acumen, with a track record of managing P&L, margins, and profitability .
16. A proactive, strategic thinker who thrives in a fast-paced environment.
17. Experience within aviation, logistics, or large-scale service industries is a plus.
Why Join Us?
18. Be part of a dynamic, high-impact team at the heart of one of the UK’s busiest airports.
19. Lead and shape the customer success strategy for key strategic accounts.
20. Enjoy opportunities for career growth, development, and leadership progression.
21. We offer a basic salary which ranges depend upon your customer success and aviation sector + 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.
Join a team that values excellence – our ISO 9001 certification reflects our commitment to quality and superior customer service.
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