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Customer Success Manager

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ANS Group

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Location:
United Kingdom , Manchester

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

As a Customer Success Manager, you’ll support our Tier 2 customers and play a key role in fostering a customer‑centric culture across the Customer Success Unit. You’ll focus on driving retention, customer value, and long‑term strategic partnerships.

Job Responsibility:

  • Act as the primary day‑to‑day contact for Tier 2 accounts, driving retention, value realisation and long‑term alignment between customers and ANS
  • Lead customers through success plans to ensure they achieve maximum value
  • Identify and support upsell and cross‑sell opportunities across your customer portfolio
  • Use data and insights to understand customer health, sentiment and renewal risk
  • maintain accurate renewal forecasting
  • Build strong customer relationships and proactively address needs, challenges and escalations
  • Represent the customer voice within ANS, ensuring feedback is captured, actioned and aligned to continuous improvement
  • Collaborate with CSAs to deliver value‑added services and support lead generation for the CSAM team
  • Develop and maintain customer success plans and ensure best‑practice adoption across accounts
  • Keep up to date with ANS GTM and Customer Success methodologies through ongoing learning and certification
  • Progress against training and development plans, including sales‑adjacent frameworks such as CoDevelopp, MEDDPICC and SIQ
  • Drive service improvement across assigned customers, including satisfaction, SLA/KPI delivery, onboarding quality, process efficiency, and identifying trends or lessons learned
  • Ensure ITIL v4 best practice is applied where appropriate and that all elements of the service definition are met
  • Present monthly customer status reports to CSU leadership

Requirements:

  • Proven experience in Service Management and ITIL processes
  • Excellent communication, interpersonal and stakeholder management skills
  • A proactive mindset focused on continuous improvement
  • Strong understanding of the ANS customer journey
  • High attention to detail and a drive to improve processes
What we offer:
  • Hybrid/Remote Working
  • Private Medical Care
  • Pension Scheme
  • 25 days’ holiday, plus you can buy up to 5 more days
  • Birthday off
  • Extra celebration day
  • 5 days’ additional holiday in the year you get married
  • 5 volunteer days
  • Private health insurance
  • Pension contribution match and 4 x life assurance
  • Flexible working
  • Work from anywhere for up to 30 days per year
  • Maternity: 16 weeks’ full pay
  • Paternity: 3 weeks’ full pay
  • Adoption: 16 weeks’ full pay
  • Company social events
  • Electric car scheme
  • 12 days of personal growth development time
  • Ride to Work Scheme

Additional Information:

Job Posted:
April 27, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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