Customer Success Manager

As a Customer Success Manager, you'll take ownership of a portfolio of Tier 2 customers, building strong, long-term relationships and ensuring they realise maximum value from their investment with ANS. You'll play a key role in driving a customer-first culture across the Customer Success team, helping to improve customer value, increase retention, and strengthen strategic partnerships. Working closely with Account Managers, Account Executives, and Executive Sponsors, you'll act as a trusted advisor to your customers, identifying opportunities to support their success while contributing to the continued growth of the business. What will I be doing?

• Deliver excellent customer outcomes, consistently achieving key success metrics.
• Act as the primary point of contact for a portfolio of Tier 2 customers, driving retention, growth, and long-term partnerships.
• Create and manage customer success plans that maximise value and support customer objectives.
• Identify and nurture upsell and cross-sell opportunities across your customer base.
• Use data and customer insights to measure value, monitor sentiment, and maintain accurate renewal forecasts.
• Build strong customer relationships, ensuring customers realise the full value of ANS solutions and services.
• Lead the resolution of customer escalations and engagement challenges.
• Champion the voice of the customer, ensuring feedback, opportunities for improvement, and concerns are captured and acted upon.
• Analyse customer feedback to improve satisfaction, loyalty, and overall experience.
• Work closely with Customer Success Associates to drive value-added services and generate new opportunities.
• Maintain and develop expertise in ANS solutions, customer success best practices, and industry-recognised certifications.
• Continuously develop your commercial, customer success, and sales skills through structured training programmes.
• Drive continual service improvement, focusing on customer satisfaction, efficiency, onboarding, SLAs, and process optimisation.
• Ensure service delivery aligns with customer agreements and ITIL v4 best practices.
• Present regular customer performance and status updates to CSU leadership.
• Success Measures: You'll be accountable for achieving a range of customer success metrics, including:
• 80%+ Glass platform adoption
• 100% completion of contracted Service Management Reviews (SMRs)
• 70% of customers achieving a KORE score above 3.7
• 100% renewal forecasting accuracy maintained
• 85% of committed renewals delivered
• 80% SLA achievement across open Voice of the Customer (VOC) actions
• 10+ proactive customer meetings delivered outside of SMRs
• 100% customer success plans in place
• Identification and generation of new customer opportunities
• Proven experience in Service Management and ITIL processes
• Excellent communication, interpersonal, and stakeholder management skills.
• Commercial awareness
• Eye for detail to drive continual process improvement

At ANS, we've created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative - and we do it like no other. We invest in our people. In training, development, health and more - we give you the benefits and flexibility to maintain a happy work-life balance.

We're proud of the inclusive, fun, dynamic environment we've created. It's a safe space that works for all. You don't have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at .

What's in it for you? With fantastic benefits, an inclusive culture, and a cool office space, we're your kind of workplace.

Company benefits

• As standard: 25 days' holiday, plus you can buy up to 5 more days
• A little extra: we'll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days' additional holiday in the year you get married. Oh, and 5 volunteer days!
• Private health insurance
• Pension contribution match and 4 x life assurance
• Flexible working and work from anywhere for up to 30 days per year (some exceptions)
• Maternity: 16 weeks' full pay, Paternity: 3 weeks' full pay, Adoption: 16 weeks' full pay
• Company social events - get ready for a jam-packed calendar
• Electric car scheme
• 12 days of personal growth development time

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