Customer Success Manager

IRWIN Industries, Inc.; Swanley; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading industrial services company located in Swanley seeks a driven Customer Success Manager. The role involves managing client relationships, onboarding new clients, and leading the customer support team. Ideal candidates will have strong problem-solving, people management, and communication skills, as well as experience in a fast-paced environment. This position offers an engaging opportunity to develop clients and improve services across the national accounts network.

Qualifications

• Proven experience in team management and development.
• Ability to work independently and as part of a team.
• Good knowledge of software systems.

Responsibilities

• Onboarding and developing new clients.
• Managing and growing national account revenue.
• Training and mentoring the customer support team.

Skills

People management

Problem solving

Excellent communication

Attention to detail

Multitasking

Tools

HubSpot

Job description

Customer Success Manager – Irwin Industries

Apply to join our team at Irwin Industries in Swanley. We’re seeking an extremely driven, well‑organised, goal‑oriented Customer Success Manager with strong problem‑solving and people‑management skills.

Role Overview

The role reports to the Head of Operations and works closely with other Managers to deliver seamless services to national clients across our franchise and affiliate network. The position is both external and internal facing, managing the client journey from adoption through to support, growing the affiliate network and ensuring national accounts are fully served.

Responsibilities

• Onboarding and development of new clients
• Growing national account revenue
• Managing client pricing
• Complaint management
• Training and ongoing mentoring of new members of client (Operations) team
• Sourcing, onboarding and arranging necessary training for affiliates where needed
• Overall management of all national accounts
• Identifying opportunities for additional services to existing accounts
• Liaising with Franchise Network Manager to introduce new reports/services
• Liaise with all national accounts regularly for feedback and to build relationships
• Ensuring regular visits are made with clients personally or by other staff members
• Take on responsibility of QC for all reports (affiliates) within the Ops team and liaise with other team members to ensure quality is managed
• Internal communication of key accounts to other team members
• Supervising, managing and developing the customer support team
• Motivating and leading the team members by developing their skills, clarifying requirements, offering support and encouragement, and providing helpful feedback
• Being an active part of the leadership team

Skills Required

• People manager with proven experience of team management and development to meet exacting standards
• Positive, outgoing personality with a can‑do attitude
• Problem solver, multitasker, finisher
• Exceptional communicator both on telephone, electronic and face to face
• Ability to work as part of a team as well as independently
• Experience of high‑volume, low‑margin services
• Ideally knowledge of franchise or subcontract third‑party networks
• Experience working in small companies where active involvement in various roles is a prerequisite
• Out of the box thinker
• Good attention to detail with strong interpersonal skills
• Process and system orientated
• Ability to multi‑task and prioritise workload
• Excellent reporting skills, able to deliver relevant reports and analysis succinctly and clearly

Candidate Criteria

• Passionate, energetic, positive, enthusiastic, and capable of working in a team environment
• Good knowledge of using software systems (proprietary and off‑the‑shelf such as HubSpot)
• Excellent customer‑facing and relationship‑building skills
• A good manager of people, someone who understands problems, develops a process and can roll out to their team
• Able to lead your team by taking the pressure off, nurture and developing them to become more accountable
• Collaborative and supportive, able to relate comfortably to colleagues of different seniority and backgrounds across the Company
• Able to work on own initiative with minimal supervision
• Good written and verbal communication skills
• Good verbal and written presentation skills

Important Note

Due to the high volume of CVs we receive, it is not viable for us to respond to individuals. If you have not received a response within 7 days, please kindly assume your application has been unsuccessful in this instance.