Customer Success Manager

Customer Success Manager

Capenhurst / WFH - Hybrid

Job Overview

EA Technology is a well-established, positive culture-based company with innovation and creativity at our core. We are a forward-thinking business, and we live by our values: Collaboration, Creativity, Integrity and Impact. This ensures employee wellbeing is always at the forefront, and our amazing people have the autonomy to do their best work. We encourage and cultivate individual creativeness, understanding that every person at EA Technology is critical to achieving our company goals. This spirit impacts our internal culture and the positive way we interact which is why so many of our employees stay with us long term.

Due to continued growth and increased demand, we're looking for a Customer Success Manager - UK to join our Operations team. If you're passionate about building strong customer relationships, driving product adoption, and helping customers realise long term value, we would be delighted to hear from you!

Responsibilities

• Own post go live customer success for assigned accounts, focusing on adoption, retention and value realisation
• Develop and maintain customer success plans, stakeholder maps, action logs and customer health assessments
• Lead regular service and value review meetings, ensuring agreed actions are delivered by the appropriate teams
• Identify risks to customer satisfaction, adoption or renewal and coordinate proactive interventions
• Work closely with Support, Professional Services and Field teams to remove blockers and improve customer outcomes
• Monitor usage, service performance and account health to identify opportunities for growth and improvement
• Support renewal and expansion opportunities by providing customer insight and demonstrating value delivered
• Act as the primary day to day point of contact for customers, building trusted, long term relationships
• Capture customer feedback and work with Product, Delivery and Support teams to drive continuous improvement
• Contribute to the development of consistent customer success processes, tools and best practices that support business growth

Qualifications

• Experience in a Customer Success, Account Management or customer facing relationship management role
• Proven ability to build trusted relationships with customers and key stakeholders
• Strong communication and presentation skills, with the ability to engage technical and non technical audiences
• Commercial awareness, with an understanding of customer retention, renewals and value realisation
• Strong organisational skills, with the ability to manage multiple customer priorities effectively
• Experience working collaboratively across cross functional teams, including Commercial, Product, Engineering and Operations
• Strong problem solving skills and a proactive approach to identifying and resolving customer issues
• Ability to analyse customer data and account health metrics to support decision making

Desirable

• Experience within SaaS, utilities, energy, engineering or technology sectors
• Experience working within a global or partner led delivery model
• Knowledge of customer success platforms, CRM systems or customer health scoring tools
• Experience supporting organisational or process improvement initiatives

What we can offer you

• Competitive salary + company performance bonus
• Career development opportunities: Genuine pathways for growth within our company
• Work life balance: Flexible working options support employees in balancing professional and personal lives
• Holidays: 25 days of annual leave, plus bank holidays
• Pension contributions of 8% from the employer (or cash equivalent)
• Comprehensive benefits, including Group Life Insurance, Income Protection, and Critical Illness cover (or cash equivalents)
• Private Medical Insurance (single cover or cash equivalent)
• A truly collaborative and supportive work environment where amazing colleagues inspire each other every day