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Customer success manager

 Job purpose: 

The customer success manager is responsible for developing customer relationships that promote retention and loyalty. The successful candidate will work closely with customers to ensure they are satisfied with the services they receive and improve upon areas of dissatisfaction. 

This is a new role within the company and we are looking for a candidate who has a proven track record in customer success within the software applications industry looking for their next challenge. 

Principle duties and responsibilities: 

Evaluate and analyse customer BAU needs. 

  • Pro-actively looking at customers’ requirements following project delivery
  • Develop a forward plan for “Go Live” exceptions, managing customer and internal expectations
  • Pro-actively identify future customer requests, feeding into the relevant internal departments for forward planning

Analyse client services data and customer interactions to improve customer experience. 

  • Ensuring full customer adoption of implemented solutions
  • Proactive management of re-occurring client services tickets, engaging with customers for long-term resolutions
  • Understand company technology challenges, identifying and managing customers affected

Develop healthy customer relationships, by developing and managing client portfolios. 

Coordinate with sales and marketing departments to incorporate plans to increase customer satisfaction. 

  • Promote relationship marketing focused on long-term customer retention
  • Liaise with account managers as part of customer regular interactions 

Mediation between customers and the company. 

  • Manage resolution of customer requests and escalations, liaising with internal departments to ensure tasks are aligned
  • Act as a customer advocate

Undertake periodic health checks with customers.

  • Relay customer feedback into product design and product development
  • Promote customer loyalty and minimize customer churn
  • Build trust and transparency with customers

Essential experience: 

  • Minimum three years plus experience as a customer success manager
  • Proven track record of customer success management within the software applications industry
  • Consultative approach to understanding customers concerns, thoughts and feedback regarding products combined with the ability to troubleshoot and provide recommendations for improvements and upgrades as needed
  • Able to provide examples of how through analysing customer data they have improved customer experience

Personal attributes: 

  • Proactive, calm and able to demonstrate initiative
  • Ability to communicate and develop positive business relationships both internally and externally
  • Organised, able to prioritise, establish milestones and manage stakeholders against agreed deliverables
  • Excellent attention to detail

Advantageous technical skills and experience: 

  • Work experience in the public sector and/or the waste and environment industry
  • Experience of setting up a customer success role/ function from scratch
  • Previous experience of account management or project management

For further information or to apply for this position, please email recruitment@whitespacews.com.

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