Customer Success Manager

Enterprise Connectivity Customer Success Manager

Location: Home based – with travel

Contract type: Permanent Full time

Reporting to: EC-CX Director

Role Summary: Customer Success Managers at Trustmarque play a pivotal role as Trusted Advisors, guiding clients through all aspects of usage, adoption, and expansion during the post-sale lifecycle. This position requires adept project management and critical thinking skills to ensure customer satisfaction and success. Individuals must be capable of working autonomously with clients at various organisational levels, while also contributing significantly to both the Customer Success Practice development and the wider Trustmarque business.

Ideal candidates will demonstrate emotional intelligence, innovative problem‑solving abilities, and a strong desire to make a meaningful impact with customers within our rapidly growing organisation. As a Customer Success Manager, you will oversee customer retention by engaging regularly with both new and existing clients across their entire journey, providing expert guidance and implementing best practices that enhance the customer experience.

You will assume responsibility for strategic leadership, assisting customers in achieving desired objectives and maximising outcomes via successful adoption of their purchased enterprise network solutions including software subscriptions. The primary focus is on retaining and increasing monthly recurring revenue by effectively demonstrating realised business value. Developing and executing a comprehensive success plan that aligns subscriptions with measurable business value, and accelerating customers' achievement of intended outcomes, are essential components of this role.

This role also supports a lifecycle engagement model, emphasising use case development, adoption, and optimisation of technology investments throughout the customer base. The role requires that you actively support revenue growth by qualifying opportunities aligned to Trustmarque’s Enterprise Connectivity portfolio.

Key Accountabilities & Responsibilities

• Establish and foster relationships with stakeholders at all organisational levels, from operational leads to executive sponsors.
• Develop long‑term success plans, set priorities, and effectively manage expectations to build trust and confidence with customers.
• Collaborate with internal teams, including Sales, and technical engineers to align on adoption activities and account growth strategies and execute initiatives that drive expansion.
• Work closely with clients to define goals and KPIs, ensuring program objectives are clear and measurable.
• Design workflow templates and share Customer Success best practices within the team.
• Encourage product adoption and identify opportunities to expand technology portfolio.
• Proactively identify at‑risk clients and coordinate mitigation strategies to secure retention.
• Utilise company resources to educate clients and provide technical recommendations that support their investment objectives.
• Deliver timely updates on outstanding issues, requests, and escalations.
• Conduct regular success reviews, present progress toward goals, and provide strategic recommendations based on metrics and client needs.
• Serve as an advocate for customers internally, identifying areas for product enhancement to maximise ROI for both Trustmarque and its clients.
• Apply CX methodologies across Digital, Mid‑Touch, and High‑Touch engagements to achieve targeted business outcomes and earn client endorsements.

Supplier and Third‑Party Engagement

• Collaborate directly with key vendor partners (such as Cisco) and third‑party organizations to clearly communicate the value of Trustmarque's Customer Success Management.
• Integrate vendor customer experience methodologies and incentives within the overall Trustmarque CX services portfolio.
• Demonstrate the ability to acquire domain expertise in vendor purchasing models and commercial offerings to inform mid‑contract analysis.
• Exhibit willingness to learn vendor IT use‑case terminology and solution capabilities.
• Identify upsell and cross‑sell opportunities within existing accounts.
• Collaborate with Account Managers and Sales to qualify and progress opportunities.
• Maintain accurate opportunity data in CRM systems (HubSpot, Planhat).

Growth Key Performance Indicators (KPIs)

• Number of qualified opportunities identified per quarter.
• Total pipeline value influenced or created (annual target agreed with Sales leadership).
• Renewal retention and growth by quarter.

Qualifications and Skills

• Minimum 3 years’ experience in customer‑facing implementation, customer success manager, or similar.
• Track record of driving product adoption and new use cases with positive outcomes.
• Consulting expertise with strong technical and sales acumen, particularly with subscription and software offerings.
• Ability to influence through negotiation and consensus building.
• Empathy for customers and passion for delivering successful client outcomes.
• Commitment to continuous learning and improvement.
• Knowledge of software licensing, SaaS, and Enterprise frameworks.
• Skilled in managing challenging conversations constructively.
• Effective communication, presentation, and facilitation abilities.
• Logical problem‑solving approach and skillful data analysis.
• Excellent interpersonal skills, confident engagement with senior stakeholders, and clear, structured communication.
• Willingness to travel to customer locations as required; remainder of work performed virtually.
• Cisco CSM and/or Cisco CSEP certification.
• Familiarity with Cisco technologies, especially in Enterprise Connectivity, Security, and Collaboration.
• Familiarity with CSM/CRM tooling and playbooks (HubSpot, Planhat, Cisco LCA).
• Experience in the public sector and local government frameworks.
• Awareness of new Cisco 360 Partner programme.
• Commercial acumen and ability to spot growth opportunities.
• Strong collaboration and influencing skills.
• Proficiency in CRM tools and data‑driven decision making.

Please note that while this job description outlines key duties, it is not exhaustive, and flexibility to take on additional responsibilities as needed is expected.

Seniority level

Associate

Employment type

Full‑time

Job function

Information Technology and Customer Service

Industries

IT Services and IT Consulting

#J-18808-Ljbffr