Customer Success Manager

Celerity Limited; Remote; GBP 35,000 - 45,000; Full time

Job summary

A leading managed services provider in the UK is seeking a motivated Customer Success Manager to enhance customer relationships and ensure satisfaction. This full-time, permanent role involves managing customer interactions, leveraging tech tools like HubSpot for efficiency, and collaborating within teams. Strong customer-facing experience and a strategic mindset are essential. The company offers various benefits including hybrid working options and health care plans.

Benefits

Electric Vehicle Salary Sacrifice Scheme

Health Care Cash Plan

Training courses

Hybrid working environment

Qualifications

• Customer facing experience from Customer Success or Account Management within MSP or SaaS environments.
• Strong experience in a customer-facing position which could be transferable.
• High experience in building both internal and customer-facing relationships.

Responsibilities

• Manage relationships across customer base.
• Drive efficiency and partner with customers.
• Track customer satisfaction in the Bronze segment.

Skills

Customer facing experience

Relationship building

Strategic success planning

Tech tools for automation

Self-starter attitude

Tools

HubSpot

Job description

Celerity is a leading UK-based managed services provider, delivering expert solutions in hybrid cloud, cybersecurity, IT infrastructure, and data protection.With over 20 years of experience, we empower organisations to simplify complex IT environments through secure, scalable services that enhance operational efficiency and support long-term growth.

Our success is driven by deep technical expertise, a culture of innovation, and a relentless commitment to excellence. We pride ourselves on fostering a collaborative and supportive workplace where integrity, continuous learning, and shared success are at the heart of everything we do.

As we continue to grow and evolve in a fast-moving technology landscape, we’re looking for motivated individuals to join our team — people who are passionate about making an impact and delivering exceptional service through cutting‑edge solutions.

About the Role

As Customer Success Manager, you will own and manage relationships across a key segment of our customer base. You’ll drive efficiency in how we work and partner with these customers, handle any escalations, and work closely with internal teams such as Account Management and Service Desk to ensure a smooth, successful customer journey from end to end.

This position will be a full-time, permanent role, with remote home-based working.

Key Responsibilities

• Handling day-to-day customer interactions with our Bronze segment customers
• Tracking and relaying customer feedback to our broader AM, Sales, and Solutions teams
• Looking for ways to automate communications with customers in the Bronze segment
• Identifying potential expansion opportunities within the customer accounts, in collaboration with the Account Management team
• Utilising HubSpot as our CRM to track risk and account health, as well as renewal timings and customer engagement
• Running the customer satisfaction tracking for the Bronze segment
• Working closely with our existing CSM to align across all customer segments

Key Requirements

• Customer facing experience from Customer Success or Account Management within either MSP or SaaS environments
• Alternatively, strong experience in a customer-facing position which could be transferable
• High experience in building both internal and customer-facing relationships
• Excellent ability to build strategic success plans with customers, and work with them to achieve satisfaction
• Experience in managing small to medium sized customers is preferred
• Experience in utilising tech tools to drive automation and efficiency
• Have a great attitude, hardworking and ambitious.
• A self-starter with an appetite to learn quickly.

Company Benefits

• Electric Vehicle Salary Sacrifice Scheme
• Home & Tech Salary Sacrifice Scheme
• Cycle to Work Salary Sacrifice Scheme
• Health Care Cash Plan, with NHS backed wellness app
• Life assurance
• Training courses
• Company events
• Hybrid working environment
• Schroders personal wealth (Financial Wellbeing)
• Committed to being a 'Menopause and Menstruation Friendly Employer'

If you feel that you meet the above criteria and are interested in working as part of a fast moving, expanding company with excellent benefits, please email a copy of your current CV with covering letter to:[e-mail] .

Only applications received in this way, directly from the candidate, will be considered.

We will not be engaging with any recruitment agencies and will not respond to any agencies who do get in touch.