Customer Success Manager

About the Role

• Support the Account Director in delivering strategic objectives and business plan outcomes • Identify and mobilise opportunities for organic growth within the contract • Review KPI performance, providing insight and mitigation where required • Embed performance reporting into business-as-usual activity • Manage and review P&L budget lines, controlling costs and minimising financial risk • Ensure full compliance with contractual and commercial terms • Manage variations, including add/remove service requests • Work with finance partners to develop accurate forecasting and financial models • Identify and eliminate unnecessary costs and inefficient activity • Line manage site inspectors to ensure headlease inspections are delivered on time and to standard • Build strong, long-term relationships with client stakeholders • Lead regular client meetings, ensuring value for money and service excellence • Coach, develop and motivate team members through change and growth • Provide strong leadership to ensure quality, safety and performance standards are consistently met

Key Responsibilities

• ▸kpi review
• ▸reporting
• ▸budget management
• ▸compliance
• ▸variation management
• ▸inspection management

What You Bring

We are looking for an experienced Customer Success Manager to lead compliance, quality assurance and performance for a key client contract. You will ensure all contractual obligations are met, budgets are effectively managed, and service excellence is consistently delivered. A key part of the role will be overseeing planned Headlease Inspections across the Arch Co account while collaborating with the client and internal stakeholders to drive continuous improvement, commercial value and long‑term partnership success. The ideal candidate holds a recognized qualification in Facilities Management, Customer Service or Management at Level 5 or above, and may have professional body membership or health‑and‑safety credentials. They bring proven senior, client‑facing experience managing multi‑site commercial operations, senior stakeholders and field‑based teams, with a track record in continuous improvement, performance optimisation, and strong commercial and financial acumen. Excellent leadership, communication, analytical and change‑management skills, together with solid IT literacy, are essential for success in this fast‑paced environment.

Requirements

• ▸customer success
• ▸facilities mgmt
• ▸level 5
• ▸stakeholder mgmt
• ▸commercial
• ▸leadership

Benefits

The Customer Success Manager position offers a salary of £55,000‑£60,000, a car allowance, bonus, pension, holidays and numerous additional benefits, and is field‑based.

Work Environment

Field