Customer Success Manager

Workwell Group; Chester; On-site; GBP 40,000; Full time

Job summary

A service-oriented company in Chester is seeking a Customer Success Manager to lead multiple service teams, ensuring an outstanding experience for clients and contractors. The role involves developing processes, overseeing performance metrics, and fostering a customer-first culture. The ideal candidate will have management experience, strong leadership skills, and the ability to drive improvement through data analytics. This full-time permanent position offers 25 days annual leave, pension, and other benefits.

Benefits

25 days annual leave + bank holidays

Pension

Health Assured

Life Assurance

Cycle to Work Scheme

Awards

Long Service Recognition

Spectrum life

Annual Pay Review

Employee Referral

Qualifications

• Experience managing multi-team service operations.
• Strong leadership skills with a focus on developing and motivating others.
• Ability to communicate clearly and build strong stakeholder relationships.
• Understanding of performance metrics and how to drive improvements.

Responsibilities

• Lead service teams to ensure an outstanding experience.
• Monitor performance data and produce reports for decision-making.
• Implement process enhancements and maintain compliance.
• Coach team managers to foster high performance and engagement.

Skills

Team management

Leadership

Performance metrics understanding

Stakeholder relationship building

Customer-centric mindset

Tools

CRM systems

Telephony systems

Job description

Customer Success Manager

What you’ll be doing

• A head of service teams ensuring an outstanding experience for contractors, clients, and partners.
• Provide leadership and operational oversight across four service teams driving performance, efficiency, and quality standards.
• Develop people, improve processes, and align day-to-day service delivery with our wider operational strategy.

Key responsibilities

• Coach and support four team managers fostering high performance and engagement.
• Oversee service channels, administration, and onboarding ensuring SLAs and KPIs are consistently met.
• Champion a customer-first culture, review feedback, and collaborate across teams for smooth handovers.
• Identify and implement process enhancements, maintain compliance, and embed new systems into business-as-usual.
• Monitor performance data, produce reports, and use analytics to inform decisions and resource planning.

What we’d love to hear from someone who

• Has proven experience managing multi-team service operations.
• Is a strong leader who develops and motivates others.
• Understands performance metrics and how to drive improvements.
• Communicates clearly and builds strong stakeholder relationships.
• Brings a customer-centric mindset and thrives on continuous improvement.
• (Bonus) Has experience in payroll, contracting, or financial services and is familiar with CRM or telephony systems.

What’s next?

Our recruitment team will be in touch for an initial screening call if your application is shortlisted. Please note that due to high application volumes, we may not be able to respond to every applicant individually.

What we can offer you

• 25 days annual leave (increasing with service) + bank holidays
• Pension
• Health Assured
• Life Assurance
• Cycle to Work Scheme
• Awards
• Long Service Recognition
• Spectrum life
• Annual Pay Review
• Employee Referral

£40,000 | Office Based | Mon – Fri 9:00 – 17:30 | Chester | Full Time | Permanent