Customer Success Manager

Customer Success Manager
Location: Field based role (2 days per week) covering London and the South West
Salary: Package of up to £55,500 (up to £45,000K + £5,500 car allowance) plus up to £10K bonus


We are Citation.

We are far from your average service provider as our colleagues bring their great personalities to work, not just their policies! If you don't know who we are, google us….

We're one of the top 100 companies in the UK to work for with an industry-leading client retention rate and thousands of very happy customers - Our 5

* Trustpilot and Glassdoor reviews speak for themselves!


Citation is one of the UK's biggest providers of Health & Safety, HR, Employment Law and ISO services to businesses.

We are far from your average service provider as our colleagues bring their great personalities to work, not just their policies!


We've just entered our 3rd wave of private equity ownership alongside KKR and Hg Capital and don't plan on slowing down anytime soon.

This also means as the company grows over the next 3 to 5 years, you've got the opportunity to do so too! If the prospect of this excites you… good, you're the right type of person for us.


The Role


You will be responsible for meeting with key business executives and stakeholders to develop long-term relationships with your portfolio of assigned clients and to ensure the client retention rate of 92%.

You will provide support at the pre-sale stage with larger clients to introduce your role and post-sale you will liaise between clients and cross-functional internal teams to ensure the timely and successful onboarding and delivery of our solutions according to client needs.


, Operate as the lead point of contact for any all matters specific to your clients and deliver an adaptive and proactive customer relationship management approach
, Create a customer success roadmap to coordinate the onboarding process and handover to service colleagues
, Carry out detailed and planned agenda-driven account reviews with stakeholders and communicate updates to internal teams
, Build and maintain strong, long-lasting client relationships and maintain a presence throughout the client life cycle
, Maximise the use of your 3 days working from your home office (or our offices) to plan, prepare and actively contact your portfolio of clients
, Optimise your 2 days in the field carrying out agenda-driven client meetings
, Forecast and track key account metrics
, Identify and grow opportunities within territory and collaborate with internal teams to ensure growth/retention attainment
, Consistently deliver plus 1% to enhance the client experience and subsequent NPS ratings


Key performance indicators (subject to change in line with business needs)


, Financial
-Demonstrate an increase in annual contract value/total contract value.
-Increase revenue by optimising the guided selling approach to introduce additional products to clients.
, Client retention
-Attain your personal portfolio targets to achieve the overall 92% client retention rate.
-Increase Net Promoter Scores (NPS) in line with company goals and act upon valuable client insights to improve service delivery and ultimately client retention.
, Process
-Produce productivity returns by maintaining key account information and detail of your interactions with your clients using our internal and CRM systems.


The Person


The ideal candidate for our role will demonstrate the following skills and attributes:
, Proven field-based account management or other relevant experience in a volume-based SME environment
, Well-presented, confident, articulate, personable and well-motivated
, Demonstrate a resolution-based approach
, Able to demonstrate their proficiency in undertaking video call meetings as well as face to face interactions with clients
, Track record of meeting and exceeding targets/KPIs


What you get from us?


Working for Citation you will receive 25 days holiday, corporate gym membership discounts, private healthcare, your birthday off work, the opportunity to purchase extra leave, pension contributions and more!


We're a great bunch of people to work with because we care so much about our colleagues and culture.

We're not interested in hierarchy or politics, just getting things done and enabling people to be their brilliant selves.


Apply now!


  • Start: ASAP
  • Rate: £45000.00 - £55500.00 per annum + car allowance plus up to £
  • Location: Swindon, England
  • Type: Permanent
  • Industry: Sales
  • Recruiter: 2MES
  • Tel: 02392 387722
  • Email: to view click here
  • Posted: 2021-04-16 11:06:55 -

  • View all Jobs from 2MES


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