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Senior 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:

Not provided
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Job Description:

As a Senior CSM, you’ll manage ANS’ largest and most strategic Tier 1 customers, support other CSMs, and champion customer success. You’ll drive retention, customer value, and long-term partnerships, while also strengthening collaboration with Microsoft and key stakeholders.

Job Responsibility:

  • Focus on key success indicators (e.g., user engagement, SMR completion, KORE scores, renewal forecasts, SLA targets, QBRs, and success plans)
  • Lead Tier 1 accounts, driving retention, growth, and strategic alignment
  • Manage customer success plans and support upsell/cross-sell opportunities
  • Use data insights for renewal forecasting and customer sentiment
  • Build strong customer relationships and act as an escalation point
  • Champion customer feedback and continuous improvement
  • Support CSU leadership in enhancing customer experience and innovation
  • Collaborate with the Lead Customer Success Architect and promote lead generation
  • Maintain best practices and pursue ongoing training and certification
  • Drive service improvement, process efficiency, and onboarding quality
  • Ensure ITIL v4 best practices and fulfillment of service definitions
  • Present monthly customer status reports to 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
  • Proactive attitude to set the standard of what good looks like across the team
  • Eye for detail to drive continual process improvement
  • Customer first mindset
  • Organised and self-motivated
  • Strong time management and prioritization skills
  • Ability to a work in a high pressure environment
  • A big team player
  • Passionate about customer service
  • Comfortable in commercial conversations
What we offer:
  • 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
  • Ride to Work Scheme

Additional Information:

Job Posted:
January 04, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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