Customer Success Manager

Salary: £55,000 - £60,000

Benefits: Car Allowance, Bonus, Pension, Holidays, Many More Benefits
Location: Field-based

The Role

We are looking for an experienced Customer Success Manager to lead the compliance, quality assurance and performance of a key client contract. You will ensure all contractual obligations are met, budgets are effectively managed, and service excellence is consistently delivered.

A key part of the role will be overseeing the delivery of planned Headlease Inspections across the Arch Co account, while working closely with the client and internal stakeholders to drive continuous improvement, commercial value and long-term partnership success.

Key Responsibilities

• Support the Account Director in delivering strategic objectives and business plan outcomes
• Identify and mobilise opportunities for organic growth within the contract
• Review KPI performance, providing insight and mitigation where required
• Embed performance reporting into business-as-usual activity
• Manage and review P&L budget lines, controlling costs and minimising financial risk
• Ensure full compliance with contractual and commercial terms
• Manage variations, including add/remove service requests
• Work with finance partners to develop accurate forecasting and financial models
• Identify and eliminate unnecessary costs and inefficient activity
• Line manage site inspectors to ensure headlease inspections are delivered on time and to standard
• Build strong, long-term relationships with client stakeholders
• Lead regular client meetings, ensuring value for money and service excellence
• Drive a culture of continuous improvement across the facilities function
• Coach, develop and motivate team members through change and growth
• Provide strong leadership to ensure quality, safety and performance standards are consistently met

Requirements

Qualifications (Essential):

• Recognised qualification in Facilities Management, Customer Service or Management (Level 5 or above)

Desirable:

• Membership of a relevant professional body (e.g. IWFM, RICS or engineering institution)
• Relevant Health & Safety qualification

Experience & Knowledge

• Proven experience in a similar senior, client-facing role
• Track record of managing multi-site commercial operations or facilities maintenance
• Experience managing senior stakeholders and high-profile clients
• Strong leadership experience with operational and field-based teams
• Demonstrated success in continuous improvement and performance optimisation
• Strong understanding of hard and soft FM services and contractor management
• Solid commercial awareness, including financial planning, P&L control and forecasting
• Knowledge of compliance, quality management, H&S and duty of care obligations

Skills & Competencies

• Strong leadership and people management capability
• Excellent communication and stakeholder engagement skills
• Commercially astute with strong analytical and decision-making ability
• Resilient and adaptable in a fast-paced environment
• Confident managing change and driving improvement initiatives
• IT literate with the ability to present data and insights clearly