Job Title: Customer Success Manager
Location: UK (Remote / Hybrid)
Salary: £70,000 – £90,000 base
OTE: £100,000 – £140,000 (depending on experience and performance)
About the Role
We’re seeking a dynamic and customer-focused Customer Success Manager to own the success journey for key clients. The role is all about ensuring customers achieve measurable value from their ServiceNow initiatives while building long-term, trusted relationships.
You’ll act as the primary point of contact for clients, driving adoption, retention, and growth — while also helping shape the organisation’s wider customer success practices.
Key Responsibilities
Serve as the main relationship owner for assigned clients, ensuring successful adoption and satisfaction.
Develop and execute success plans aligned with client business goals.
Lead regular business reviews and executive-level discussions.
Monitor account health and proactively address potential risks.
Collaborate with sales and delivery teams to drive renewals, upsells, and cross-sells.
Manage escalations efficiently and ensure prompt resolution.
Gather and share customer feedback to support continuous improvement.
Mentor junior team members and contribute to building scalable customer success frameworks.
Required Skills & Experience
6–10 years of experience in Customer Success or Account Management within IT services or enterprise SaaS.
Solid understanding of the ServiceNow platform and its core modules (ITSM, ITOM, CSM, etc.).
Proven track record of engaging senior stakeholders and driving measurable business outcomes.
Excellent communication, presentation, and relationship-building skills.
Demonstrated success in renewals, retention, and adoption growth.
Strong problem-solving, time management, and organisational skills.
Preferred Background
Experience in consulting or IT services delivery.
Familiarity with key customer success metrics (NRR, NPS, adoption rates).
Exposure to digital transformation and enterprise cloud platforms.
Leadership experience in developing or scaling customer success teams.