Senior Customer Success Manager – Manchester Airport

United Kingdom
GBP 50000 / Permanent / Full Time

Apply for this role

14th February, 2025

Back to all search results

Senior Customer Success Manager – Manchester Airport

Working as a Senior Customer Success Manager, you will be responsible for driving the success of strategic customers by managing relationships, overseeing operations, and identifying growth opportunities.

The ideal candidate is a seasoned CSM who can influence both internal and external stakeholders and navigate complex, matrix organisations.

Key Accountabilities:

  • Serve as the primary point of contact for high-value, strategic customers, fostering long-term relationships and ensuring their overall success.
  • Understand the business objectives, challenges, and goals of strategic customers, and proactively provide solutions to meet their needs.
  • Provide coaching and mentorship to junior Customer Success Managers (CSMs), helping them to develop their skills and meet performance goals.
  • Act as a point of escalation for complex issues, providing guidance and support to team members in resolving challenges.
  • Identify and execute on upsell and cross-sell opportunities within strategic accounts to drive revenue growth and expand the relationship.
  • Oversee the financial performance of strategic accounts, ensuring that profitability targets are met, and gross margins are optimised.
  • Manage the operational delivery of contracted services to the nominated contracts to ensure that SLA’s and KPI’s as defined in the relevant contracts are met or exceeded.
  • Manage all aspects of the contract lifecycle, including negotiations, amendments, and renewals, ensuring compliance with terms and conditions.
  • Coordinate with legal, finance, and other internal teams to ensure timely contract renewals and address any requested changes.
  • Oversee the daily operations for strategic accounts, ensuring the seamless delivery of services and quick resolution of issues.
  • Collaborate effectively with cross-functional teams (e.g., product development, operations, sales) to deliver on customer needs and drive business results.
  • Prepare and deliver presentations, reports, and updates to key stakeholders, highlighting successes, challenges, and opportunities for growth.
  • Represent the company at customer meetings, industry events, and conferences, serving as a thought leader in customer success.

What are we looking for?

  • More than 5 years’ experience managing Customer Accounts
  • The Customer Success Manager must have experience overseeing Airport, Airline, or Aviation clients and managing the delivery of services to them.
  • Customer facing experience and customer service skills
  • Leadership: Ability to inspire and guide a team, providing mentorship and direction to help others succeed.
  • Strategic Thinking: Anticipates future needs, identifies opportunities, and develops long-term plans to ensure customer success and business growth.
  • Financial Acumen: Strong understanding of financial metrics and ability to manage profitability across strategic accounts.
  • Customer Advocacy: Deep understanding of customer needs and the ability to translate them into actionable business strategies.

We offer:
ESP offers a competitive salary + pension, life assurance and access to ongoing training and career development.

Who is ESP:
ESP has been providing customized IT support solutions to businesses around the world for 30 years. We are expertly managed by a dedicated service team and provide day-to-day support through a team of on-site engineers or responsive guest technicians, service desk coordination of all your IT support requirements or delivery of a specific project such as a system change or a company-wide installation of new hardware, all tailored to the customer’s needs.

We have multiple vacancies available for our growing client base and are hiring immediately. We ensure a fast process and a quick response. Apply now and a member of our talent acquisition function will be in touch to guide you through the process.

Join a team that values excellence – our ISO 9001 certification reflects our commitment to quality and superior customer service.

#AviationCustomerSuccess #AviationCSM #AirlineCustomerExperience #AviationClientSuccess #CustomerSuccess #CustomerSuccessManager #CSM #ClientRelations #BusinessGrowth

Next Steps

Apply online or find another role