Customer Success Manager Job at ANS Group (Manchester)

Customer Success Manager

ANS Group

Location:
United Kingdom , Manchester

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As a CSM within the Customer Success team, you are an experienced CSM with a strong knowledge of the role itself and ANS’ more generally. You will be responsible for our Tier 2 customers. You will play an important role in adopting a customer culture across the Customer Success Unit; improving customer value, driving retention and growing long-term partnerships with your assigned customers, often collaborating directly with the ANS AM / AE and Exec Sponsor.

Job Responsibility:

Consistently focused on brilliant basics that drive great outcomes as measure by the below Leading Indicators of Success (LIOS)
Serve as the primary day to day contact for Tier 2 accounts focusing on driving exceptional retention outcomes, providing platform for growth and long term strategic alignment between customer and ANS
Manage and support customer progression through success plans
responsible for driving optimum value for customers
Identify and support the generation of upsell and cross-sell opportunities across assigned customers
Use data-driven insights to track value delivered and customer sentiment across assigned customers including accurate renewal forecasting
Build and maintain strong relationships with aligned customers, addressing their needs, and ensuring they derive maximum value from ANS’s products and services
Act as a point of escalation for your customers, overseeing issue resolution and any engagement challenges
Act as voice of the customer within ANS, amplifying their feedback with data and ensuring VOCs or OFIs are logged and actioned
Analyse and act on customer feedback for continuous improvement in customer satisfaction and loyalty
Work closely with the CSA’s to drive value added services and promote lead generation into the CSAM function
Develop and manage customer success plans within assigned customers
Maintain ANS GTM and Customer Success best practice knowledge through continual learning and certification
Demonstrate continual progression against Training and Development plans including appropriate external qualifications
Develop foundational sales knowledge through CoDevelopp, MEDDPICC and SIQ training programs
Drive continuous service improvement within assigned customers
Ensure ITIL v4 best practice is maintained where suitable
Ensure all elements of the customers service definition is being fulfilled
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 focus on continuous improvement
Knowledge of the ANS customer journey
Eye for detail to drive continual process improvement

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
An 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 and work from anywhere for up to 30 days per year (some exceptions)
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
Work from anywhere
Life Assurance
Volunteer Days
Electric Vehicle Scheme
Personal Development Days
Ride to Work Scheme

Additional Information:

Job Posted:
March 20, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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