IT Customer Success Manager

Come and join the Littlefish team!

Work location: Remote, while maintaining a strong presence across our offices and with customers as required.

Salary: Up to: £75,000

Must be eligible for SC Clearance (UK resident for the last 5 years)

Here at Littlefish Group, we look for people who can make a real difference and become a giant slayer. As the world around us continues to change, we look for people who grab that change with optimism and excitement. These are the passionate and high performing people who enjoy and thrive on thinking outside the box.

Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, and add to our skills and experience as we see Littlefish grow.

So, if this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly people- we would love to hear from you.

The role and what you'll be getting up to day-to-day:

This is an opportunity for an exceptional Customer Success Manager to own and strengthen some of our most important client relationships, driving service excellence, commercial performance and long-term partnership success.

This is not a conventional Customer Success role focused solely on engagement or customer satisfaction. You'll be accountable for ensuring contracted services are effectively managed and delivered, commitments are met, risks are controlled and customers continue to realise value from their partnership with Littlefish Group.

You'll operate as a trusted advisor to senior stakeholders, combining strong service management expertise with commercial awareness and the ability to influence teams across the business. From leading strategic service reviews and driving continual improvement to protecting profitability and identifying opportunities for growth, you'll have genuine ownership of your accounts.

We're looking for someone at the top of their field: a commercially astute, highly credible customer leader who can understand the detail, see the bigger picture and bring people together to deliver exceptional outcomes.

What you'll be doing:

Owning the customer relationship and the performance of contracted services
Leading service reviews and governance meetings
Monitoring performance, risks, contractual commitments and commercial outcomes
Working across internal teams to resolve issues and drive improvements
Identifying opportunities to enhance services and create greater customer value
Leading account-aligned teams through a Matrix structure

We need a candidate with:

Strong experience managing contracted IT services within a managed-services environment
A proven ability to build trusted relationships with senior customer stakeholders
Excellent commercial awareness, including profitability, billing and contract performance
In-depth knowledge of ITIL, supported by relevant accreditation
Experience leading service reviews, managing risk and driving continual improvement
Strong analytical, communication and presentation skills
The confidence to influence teams, manage escalations and challenge constructively

What can we offer you?

Referral bonus scheme of £1000 when you successfully refer a friend.
Access to our LinkedIn Learning platform, with over 16000 expert-led online tutorials to enhance and achieve your personal and professional goals.
Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare
Casual dress policy
Company Pension Scheme
Company social events
25 days annual leave plus public/bank holidays
Purchase of annual leave scheme

Life at Littlefish:

Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart, is very important as we see Littlefish grow.

I am High Performing- I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.

I am Passionate- We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.

I Have a Can-Do Attitude- I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done!

I am Cyber Conscious - I am vigilant, responsible, and proactive in protecting our people, customers and organisation from Cyber threats.

So, if you feel like you can make a tangible difference, apply today, and join us on this journey.

Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone irrespective of who they are, or their background, can feel equal and supported.

We encourage applications from people of all backgrounds. Please get in touch if you are concerned about any difficulties you may face during your recruitment process, so we adjust accordingly.

Part of our application process includes a set of ED&I (Equality, diversity and inclusion) questions. Please note, each question has a prefer not to say option).