Customer Success Account Manager

Simpson Associates transforms raw data into actionable insights that drive positive change.

Our Microsoft data expertise our specialist sector knowledge plus our innovative and trusted advice and guidance are just some of the reasons clients choose to work with us.

Our mission is to help purpose-led organisations from within the public and private sectors to harness data as a lever for change and enable them to realise business value more quickly.

We provide the full range of services to support organisations on their data transformation journey. From advisory support and data strategy to developing Data & AI solutions right through to providing a range of managed services.

We are a Microsoft Solutions Partner holding Specialisations in AI Platform on Microsoft Azure Analytics on Microsoft Azure Data Warehouse Migration to Microsoft Azure and Migrate Enterprise Applications to Microsoft Azure as well as holding Solutions Partner designations in Data & AI (Azure); Digital & App Innovation (Azure); Infrastructure (Azure) and Security.

But its not just about the badges. We are proud to be recognised as the winner of the 2024 Microsoft Community Response Partner of the Year award reflecting our dedication to using technology for positive change. We are also a Databricks partner and an IBM Gold Partner specialising in Cognos Analytics and Planning Analytics.

With offices in York and Sheffield and a team based throughout the UK we champion creativity innovation and collaboration in the workplace.

The Role:

We are looking for a Customer Success Account Manager to join our Data Transformation business playing a critical role in ensuring our clients achieve real measurable value from their partnership with us.

This is a relationship-first role - you do not need a technical background (although desired). What matters most is your ability to build trust with clients keep projects and partnerships on track and ensure every customer feels genuinely supported throughout their journey with will be the glue between our clients and our internal teams making sure the right conversations happen at the right time and that nothing falls through the cracks.

This is a hands-on role that requires strong organisation confidence working with stakeholders at all levels and the ability to balance day-to-day client engagement with a longer-term focus on retention growth and continuous improvement.

Key Responsibilities:

• Serve as the primary day-to-day contact for a portfolio of clients building strong relationships with stakeholders at all levels.
• Oversee customer onboarding ensuring clients are set up for success from day one and understand what to expect at each stage of their engagement.
• Run regular check-ins and quarterly business reviews (QBRs) keeping clients informed on progress and demonstrating the value we are delivering.
• Track customer health across your portfolio - identifying accounts that may need additional attention and escalating risks early.
• Work closely with the delivery teams to make sure client expectations are being met and any issues are resolved quickly.
• Support contract renewals by maintaining high levels of satisfaction and proactively addressing any concerns before they become problems.
• Identify opportunities to grow accounts by spotting where additional services could genuinely benefit the client and passing these on to the sales team.
• Act as the internal champion for your customers bringing their feedback and needs into team conversations to help us continuously improve.
• Maintain accurate records of customer interactions health status and activity in Hubspot.

Skills and Attributes Required

• 25 years of experience in a customer-facing role such as Customer Success Account Management Client Services or Project Coordination.
• A natural relationship-builder who genuinely enjoys helping clients succeed and can manage multiple accounts without dropping the ball.
• Strong organisational skills - able to juggle competing priorities follow through on commitments and keep stakeholders informed.
• Confident communicator both written and verbal with the ability to engage comfortably with senior client contacts.
• A proactive solutions-oriented mindset - you spot problems before they escalate and take ownership of getting them resolved.
• Comfortable working in a fast-moving environment where no two days are the same.
• Experience using CRM tools (HubSpot) or a willingness to learn quickly.

Desirable

• Experience working with public sector healthcare or financial services clients.
• Exposure to professional services consulting or managed services environments.
• Familiarity with project-based or milestone-driven client engagements.

Simpson Associates reserves the right to close the recruitment process at any time.

Employment Type : Employee
Experience: years
Vacancy: 1