Customer Success Manager
Hours: 37.5 hours per week
Location: Friars House, Coventry / Hybrid (3 days on site, 2 days remote per week)
Reports To: Head of Customer Success
Salary: £35,000 - £45,000 per annum DOE
JOB PURPOSE
As a Customer Success Manager at We Are Group, you will be responsible for overseeing the day-to-day operations and delivery of key contracts, ensuring services are delivered to a high standard across a variety of sectors. You will play a pivotal role in supporting operational success, reporting, and client engagement. Working closely with internal teams and stakeholders, you will help ensure that contractual obligations are met, client satisfaction remains high, and performance metrics are achieved.
CORE ACCOUNTABILITIES
Operational Oversight
* Oversee the daily operations of assigned contracts, ensuring services are delivered in line with agreed KPIs and SLAs.
* Monitor and coordinate internal processes to maintain consistent service quality.
* Collaborate with delivery teams to ensure contractual requirements are understood and met.
* Proactively identify and help address operational challenges as they arise.
Customer Success and Support
* Support the Head of Customer Success with client-facing activities, including preparing reports, data insights, and attending client meetings.
* Take ownership of any internal or external complaints received to ensure they are reviewed and managed to an outcome in line with contractual requirements.
* Ensure that communication with clients is clear, timely, and consistent.
* Assist with the documentation of meeting outcomes, action plans, and updates.
* Contribute to building positive working relationships with client contacts through reliable operational support.
Reporting and Insights
* Collate data and performance metrics to support regular reporting and internal reviews.
* Provide insights and analysis to inform improvements in service delivery.
* Maintain accurate and up-to-date operational records, including risk and issue logs.
Financial and Contract Support
* Assist with tracking contract performance against financial and operational targets.
* Work closely with the Accounts team to support accurate reporting and forecasting.
* Contribute to identifying opportunities for cost-effectiveness and improved value delivery.
Team Collaboration and Support
* Work collaboratively with colleagues across departments to ensure cohesive service delivery.
* Support training and onboarding for team members involved in the contracts.
* Promote a team culture focused on quality, efficiency, and continuous improvement.
Governance and Compliance
* Ensure operational activities align with We Are Group policies and relevant industry standards.
* Support audits, reviews, and compliance checks as required.
* Contribute to maintaining high standards of confidentiality and data protection.
Safeguarding
* Act in accordance with We Are Group’s safeguarding policy, promoting safety and well-being for all stakeholders.
* Record and escalate safeguarding concerns following internal procedures.
* Complete mandatory safeguarding training and promote compliance within the team.
REQUIRED COMPETENCIES AND BEHAVIOURS
Essential
* Experience in contract support, operations, customer service, or account coordination roles.
* Understanding of working within or alongside public sector contracts.
* Strong organisational and communication skills.
* Competence in preparing reports and handling performance data.
* Ability to manage competing priorities in a dynamic environment.
* Collaborative mindset with a focus on practical problem-solving.
* Proficient in Microsoft Office and CRM tools.
Desirable
* Experience working with government agencies, legal institutions, or outsourced service models.
* Background in high-growth or fast-paced service delivery environments.
* Analytical skills with the ability to identify trends and propose improvements.