Schedule a consultation
Schedule a consultation

Client Success Manager

£40,000 per annum
  • Full Time
  • Hybrid (UK)

About the role

As a Client Success Manager at Longwall Security, you’re an advocate for client excellence. You will work alongside our service & security operations teams to build a trusted partnership with our clients – ensuring we deliver on our purpose. Your focus will be the proactive management of relationships with our strategic clients, ensuring clients are kept up to date with key metrics, service updates & upcoming initiatives.

Location: Hybrid, with 1-2 days travelling per week to the company office, client sites or other locations as needed in the performance of the role.

Key responsibilities

  • Build and maintain strong, human relationships with clients, promoting trust and partnership
  • Conduct frequent feedback sessions to gather client insights
  • Proactively manage and resolve client concerns, if they occur
  • Monitor NPS and CSAT scores, gather additional feedback and follow up on results to drive continual improvement
  • Collate and deliver key service metrics to clients on a regular basis
  • Compile & present quarterly business reviews – highlighting service performance and deliverables
  • Provide clients with timely updates on service enhancements and changes, outside of quarterly business review sessions
  • Collaborate with clients and internal teams to identify growth opportunities – passing them into internal teams for follow-up
  • Ensure timely renewals by planning & co-ordinating the processes, excluding commercial negotiations

What we're looking for

Essential Skills
  • 24+ months experience in a client-focused role, building lasting trusted partnerships
  • Experience in conducting quarterly business reviews and managing client feedback processes
  • Proven experience working within the IT industry, with an understanding of IT services and solutions
  • Concise & precise in communication; speak & present with certainty & conviction
  • Understanding of security fundamentals & business requirements
  • Proficient in using CRM systems and reporting tools to track client interactions and performance metrics
  • Strong time management & organisational skills
  • Service-oriented; desire to deliver excellent customer service
  • Exceptional: Consistently strive to exceed expectations
  • Trusted: Act with integrity to build enduring partnerships
  • Determined: Fail fast and strive to succeed
  • Human: Leave no-one behind
Desirable Skills
  • Working as an account manager or similar role for a cyber security managed services provider
  • 12+ months proven work experience in IT Managed Services
  • Knowledge of NPS/CSAT methodologies and experience in driving improvements based on these metrics
  • Familiarity with cyber security industry trends and managed services
  • Demonstrated ability to lead client meetings and presentations with confidence
  • Ideal GC Index Profile: Playmaker, Implementer
  • Certified in Cyber Security, ISC2
  • Degree or degree level equivalent qualification
Role at a glance
Salary
£40,000 per annum
Type
Full Time
Location
Hybrid (UK)
Closing date
Hybrid (UK)
Apply for this role

Apply for this role

Practical expertise that delivers measurable improvements – not just recommendations.

Accepted file types are: pdf, doc, docx.