Customer Success Manager

GENERAL DESCRIPTION

The Customer Success Manager owns the day-to-day relationship and health of assigned Strategic and Growth accounts, taking each customer through the five gates of the Customer Success Framework – goals and sign-off, onboarding, health monitoring, action and review, and renewal and expansion – ensuring customers achieve the outcomes agreed with Heirs Technologies, stay healthy, renew, and grow.

The role reports to the Head, Heirs Tech Academy / Customer Success and works closely with Account Executives/Managers, Service Delivery, Finance, and Executive Management, supported by the Customer Success Operations & Insights Analyst.

ROLE SCOPE & ACCOUNTABILITY

• Named Customer Success owner for the assigned Growth accounts and day-to-day lead on Strategic accounts, working with the Head

• Accountable for the health, value realisation, and renewal readiness of assigned accounts, distinct from Service Delivery’s operational execution and the Account Executive/Manager’s commercial negotiation

• Serves as the customer’s day-to-day voice inside Heirs Technologies, routing risk to recovery and growth opportunities to Sales

• Contributes account health, risk, and executive sponsor confidence data to the monthly report to Executive Management

• Supports the Head in delivering customer engagement programmes and in turning customer feedback into fixes and process improvements

DUTIES/RESPONSIBILITIES

1. Account Ownership and Engagement

Own the relationship with each assigned account at the cadence set by its segment, including:

• Fortnightly touchpoints for Strategic accounts and monthly touchpoints for Growth accounts

• Supporting the Head at client steering committees and Executive Business Reviews (EBRs)

• Maintaining named relationships with the client SPOC and executive sponsor

• Capturing Executive Sponsor confidence scores for each account

2. Goals, Sign-off and Handover

Make sure every customer’s goals are agreed before signature and that nothing is lost at handover, including:

• Joining Sales in the Negotiation-stage conversation and using the six standard goal questions

• Producing a signed success plan before the contract is signed

• Acknowledging and opening each new account within 1 business day of the Account Executive/Manager’s notification

• Holding the internal handover with Sales and Service Delivery within 3 business days

• Working with Service Delivery on onboarding and recording the contract dates

3. Health Monitoring

Keep a live view of every assigned account, including:

• Scoring all five health dimensions (service delivery, customer sentiment, value realisation, relationship, commercial) every period

• Running check-ins at the segment cadence

• Keeping success plans and the account tracker current

4. Action, Recovery and Escalation

Route risk to recovery quickly and visibly, including:

• Starting a corrective plan within 5 working days of any Red and holding weekly check-ins until it clears

• Escalating to the Executive Management Committee when an account is still Red after a monthly cycle

• Logging complaints at intake and completing the post-escalation check-in within 3 business days of resolution

5. Value Realisation and Executive Engagement

Ensure customers see the value they were promised, including:

• Preparing value stories and EBR packs

• Tracking progress against success-plan goals and milestones

• Surfacing what else Heirs Technologies can do for the customer

6. Renewal and Growth

Prepare every renewal early and pass growth opportunities to the commercial owner, including:

• Starting renewal readiness 30 days before the renewal date and handing over to the Account Executive/Manager, who leads the negotiation

• Passing expansion leads to Sales and recording them in the growth leads log

• Staying clear of renewal negotiation and the Sales pipeline, which remain with Account Management

7. Customer Engagement Programmes and Events

Support the Head in planning and delivering the programmes through which Heirs Technologies engages its customers, including:

• Customer Service Week programmes: planning, execution, and follow-through

• The customer forum: identifying and inviting participants, preparing content and logistics, and following up on the actions raised

• Customer events and advocacy: securing customer participation and written consent for customer stories and other advocacy content

• Capturing the feedback raised at these events and feeding it into the customer feedback process

8. Customer Feedback and Continuous Improvement

Make sure what customers tell Heirs Technologies leads to a fix, including:

• Collecting feedback from complaints, check-ins, surveys, steering committees, EBRs, and customer forums, and giving every item an owner, an action, and a due date

• Following up with Service Delivery, Technology, Product, and Account Management until each fix is delivered, then confirming the result with the customer

• Identifying recurring issues and their root causes, and proposing improvements to processes, including the handover, check-in, and recovery steps of the Customer Success Framework

• Reporting feedback themes and the status of fixes to the Head

EDUCATION/EXPERIENCE REQUIREMENTS

• Bachelor’s degree in Business, Information Systems, Technology, or a related field

• 5+ years of experience in customer success, account or service management, or client-facing delivery in B2B technology or IT services

• Proven experience managing senior client stakeholders and leading recovery on at-risk accounts

• Working knowledge of ITIL practices; a Customer Success or ITIL certification is an advantage

• Working knowledge of Sentra, CIRVIT, Microsoft Teams, Forms, and Excel, or comparable tools

• Experience coordinating customer events or programmes, such as customer forums, is an advantage

• Customer-obsessed, outcome-focused, and highly accountable, with a strong ownership mindset

KEY DELIVERABLES

• Assigned accounts scored on all five health dimensions every period, with the share of Green, Amber, and Red accounts and the Red-to-recovery rate within the 5-working-day window reported

• Success plans signed before Gate 2, and the share of accounts achieving their success-plan goals

• Check-ins held to cadence and Strategic EBRs held on schedule

• Executive Sponsor confidence tracked per account with trend, and client steering committees attended

• Gross and net revenue retention on assigned accounts, with renewal readiness started 30 days ahead

• Expansion leads sourced and passed to Sales, with their value and the number converted reported

• Onboarding duration tracked for every new account

• Customer Service Week and customer forum activities delivered to plan in support of the Head

• Every customer feedback item logged with an owner and a due date, fixes tracked to completion, and the loop closed with the customer

• Process improvements proposed and implemented from recurring feedback themes

KEY COMPETENCIES

Strategic and Leadership Competencies

• Customer success planning aligned to the customer’s goals

• Cross-functional influence across Sales, Service Delivery, and Finance

• Ownership of outcomes without direct authority

Customer-Centric Competencies

• Complaint and escalation management and root-cause resolution

• Service recovery and de-escalation expertise

• Customer segmentation and cadence management

• Voice of Customer (VoC) and customer health scoring

• Customer event and programme coordination (for example Customer Service Week and customer forums)

• Closing the loop on feedback until the fix is delivered

Analytical and Technical Competencies

• Interpretation of health scores, trends, and renewal data

• Success-plan, tracker, and dashboard discipline

• Familiarity with ITSM tooling and service reporting

Communication and Stakeholder Management

• Executive-level presence, reporting, and presentation skills

• Internal stakeholder management across departments

• External stakeholder and key account relationship management

• Conflict resolution and negotiation

Behavioural Competencies

• Calm, structured decision-making under pressure

• Adaptability to fast-changing customer and business conditions

• Empathy and customer advocacy mindset

• Continuous improvement orientatio