Customer Success Manager

📌 Core Information

🔹 Job Title: Customer Success Manager

🔹 Company: SMS Environmental

🔹 Location: United Kingdom

🔹 Job Type: Remote

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Remote with hybrid options

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Building and maintaining strong customer relationships.
• Enhancing product awareness and retention.
• Directly engaging with clients to understand their needs.
• Contributing feedback for product development and improvement.

ASSUMPTION: Given the focus on customer satisfaction and product development, this role likely involves significant interaction with both clients and internal teams to enhance the customer experience and inform future product features.

📋 Key Responsibilities

✅ Build and maintain strong customer relationships and product awareness.

✅ Engage regularly with clients to ensure satisfaction and identify areas for improvement.

✅ Provide insightful recommendations to enhance operations and ensure compliance.

✅ Champion software solutions and identify opportunities for customer expansion.

✅ Collect market intelligence to guide product development and growth.

ASSUMPTION: Responsibilities suggest a proactive approach in steering product improvements, requiring a focus on both analytical skills and interpersonal communication.

🎯 Required Qualifications

Education: Degree-level education preferred but not essential.

Experience: Experience managing stakeholders and customers in a tech environment required.

Required Skills:

• Excellent communication and interpersonal skills.
• Flexibility and adaptability to change and uncertainty.
• Data analysis and insight derivation skills.
• Organizational and collaborative skills.
• Empathy and a positive customer-focused attitude.

Preferred Skills:

• Understanding of the Facilities Management industry and compliance requirements.
• Experience in Customer Success, Relationship Management, or Account Management.

ASSUMPTION: Given the tech-focused environment, candidates with a mix of technical fluency and customer engagement experience will likely excel.

💰 Compensation & Benefits

Salary Range: Not specified. Typically, in this industry, customer success roles may range from £30,000 to £50,000 annually depending on experience and location.

Benefits:

• Not specified. Common benefits may include healthcare, pension plans, and remote work equipment.
• Access to professional development and training resources.
• Flexible working hours to support work-life balance.

Working Hours: 40 hours per week, with flexible working options.

ASSUMPTION: Benefit details are not provided; however, a typical package may include standard perks such as health insurance and retirement savings plans.

📌 Applicant Insights

🔍 Company Context

Industry: Environmental Services, specializing in facilities management solutions including Legionella control and air quality management.

Company Size: 51-200 employees, offering opportunities for impactful contribution and visibility.

Founded: 2001

Company Description:

• Provides innovative technical solutions within the environmental sector.
• Partners with clients to ensure safe, compliant building environments.
• Specializes in water hygiene and Legionella control.

Company Specialties:

• Water & Wastewater Treatment.
• Legionella Risk Assessments and Control.
• Air Conditioning Installation and Maintenance.

Company Website: http://www.sms-environmental.co.uk

ASSUMPTION: Based on the company's environmental focus, potential candidates should have an interest in sustainable practices and regulatory compliance.

📊 Role Analysis

Career Level: Mid-level, facilitating growth in leadership and specialized expertise.

Reporting Structure: Likely reports to the Director of Customer Success or a similar senior leadership position.

Work Arrangement: Predominantly remote, with potential need for occasional in-office collaboration.

Growth Opportunities:

• Potential to lead client engagement strategies.
• Opportunities to influence product development and innovation.
• Career progression into senior customer success roles.

ASSUMPTION: Growth trajectories may include options to specialize further within customer success or pivot into product management roles.

🌍 Location & Work Environment

Office Type: Traditional office spaces, with an emphasis on remote work flexibility.

Office Location(s): Harwell Innovation Centre, Didcot, UK, with additional sites in Derby, Cardiff, and Glasgow.

Geographic Context:

• Proximity to technology and innovation hubs such as Oxford.
• Varied office locations offer regional support throughout the UK.
• Potential for remote working arrangements to accommodate a diverse workforce.

Work Schedule: Flexible, likely to include core hours with options to adjust start and end times.

ASSUMPTION: The remote component underscores a flexible work culture, supporting work-life balance.

💼 Interview & Application Insights

Typical Process:

• Initial screening by HR or recruitment team.
• Technical assessment or case study presentation related to customer success scenarios.
• Final interview with senior management and potential future teams.

Key Assessment Areas:

• Communication and interpersonal skills.
• Ability to analyze data and provide strategic recommendations.
• Understanding of customer relationship management.

Application Tips:

• Highlight experience in customer-facing roles with measurable outcomes.
• Demonstrate ability to manage and adapt within tech environments.
• Showcase prior successes in stakeholder management and customer engagement.

ATS Keywords: Customer Success, Relationship Management, Facilities Management, Compliance, Product Awareness, Remote

ASSUMPTION: Emphasizing the ability to work autonomously in a tech-forward environment will be crucial for applicants.

🛠️ Tools & Technologies

• CRM software for managing customer relationships.
• Data analytics platforms for interpretable client data.
• Facilities Management and Compliance Software, such as Opuz Software.

ASSUMPTION: Familiarity with CRM tools and data analytics is likely essential for daily operations.

👔 Cultural Fit Considerations

Company Values:

• Commitment to customer satisfaction and innovation.
• Focus on environmental responsibility and sustainability.
• Encouragement of professional growth and learning.

Work Style:

• Proactive and client-focused approach.
• Adaptability to a dynamic and evolving industry.
• Collaborative teamwork and independence.

Self-Assessment Questions:

• Am I comfortable working in a fast-paced, growth-oriented environment?
• Do I possess strong communication and problem-solving skills?
• Am I interested in advancing facility management solutions?

ASSUMPTION: The ideal candidate will be engaged and enthusiastic about creating sustainable solutions while enhancing client relationships.

⚠️ Potential Challenges

• Maintaining high satisfaction levels across a diverse client base.
• Adapting quickly to evolving product features and updates.
• Navigating complex compliance landscapes in facilities management.
• Managing workload in a flexible remote setting.

ASSUMPTION: Adapting quickly to change while providing consistent client value may pose significant challenges.

📈 Similar Roles Comparison

• Account Manager roles often focus more on sales metrics than customer satisfaction.
• Project Managers may engage with broader project scopes but less on ongoing client relations.
• Product Managers primarily focus on product life cycle management over direct client interactions.

ASSUMPTION: Customer Success Managers focus intensively on maintaining existing client relationships, unlike roles more aligned with acquisition or product lifecycle.

📝 Sample Projects

• Implementing customer feedback loops to enhance product features.
• Coordinating compliance workshops for facility management teams.
• Developing tailored usage reports for key clients.

ASSUMPTION: Projects often center around optimizing client engagement and ensuring regulatory compliance.

❓ Key Questions to Ask During Interview

• What is the current customer success framework at SMS Environmental?
• How does the team measure success in terms of customer satisfaction?
• What opportunities exist for professional development?
• How are customer feedback and insights integrated into product development?
• Can you describe the team culture and work environment?

ASSUMPTION: Understanding the company's approach to customer engagement and employee growth will be beneficial.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the SMS Environmental website
• Ensure your resume highlights relevant customer success metrics and achievements.
• Prepare for potential video interviews during the initial screening process.
• Provide examples of customer success stories and problem-solving experiences.
• Follow up with HR if there is no response within two weeks of application submission.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.