ANS Group
Customer Success Manager
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The role
As a Customer Success Manager, you'll take ownership of a portfolio of Tier 2 customers, building strong, long-term relationships and ensuring they realise maximum value from their investment with ANS.
You'll play a key role in driving a customer-first culture across the Customer Success team, helping to improve customer value, increase retention, and strengthen strategic partnerships. Working closely with Account Managers, Account Executives, and Executive Sponsors, you'll act as a trusted advisor to your customers, identifying opportunities to support their success while contributing to the continued growth of the business.
What will I be doing?
- Deliver excellent customer outcomes, consistently achieving key success metrics.
- Act as the primary point of contact for a portfolio of Tier 2 customers, driving retention, growth, and long-term partnerships.
- Create and manage customer success plans that maximise value and support customer objectives.
- Identify and nurture upsell and cross-sell opportunities across your customer base.
- Use data and customer insights to measure value, monitor sentiment, and maintain accurate renewal forecasts.
- Build strong customer relationships, ensuring customers realise the full value of ANS solutions and services.
- Lead the resolution of customer escalations and engagement challenges.
- Champion the voice of the customer, ensuring feedback, opportunities for improvement, and concerns are captured and acted upon.
- Analyse customer feedback to improve satisfaction, loyalty, and overall experience.
- Work closely with Customer Success Associates to drive value-added services and generate new opportunities.
- Maintain and develop expertise in ANS solutions, customer success best practices, and industry-recognised certifications.
- Continuously develop your commercial, customer success, and sales skills through structured training programmes.
- Drive continual service improvement, focusing on customer satisfaction, efficiency, onboarding, SLAs, and process optimisation.
- Ensure service delivery aligns with customer agreements and ITIL v4 best practices.
- Present regular customer performance and status updates to CSU leadership.
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Success Measures
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You'll be accountable for achieving a range of customer success metrics, including:
- 80%+ Glass platform adoption
- 100% completion of contracted Service Management Reviews (SMRs)
- 70% of customers achieving a KORE score above 3.7
- 100% renewal forecasting accuracy maintained
- 85% of committed renewals delivered
- 80% SLA achievement across open Voice of the Customer (VOC) actions
- 10+ proactive customer meetings delivered outside of SMRs
- 100% customer success plans in place
- Identification and generation of new customer opportunities
What will I bring to the role?
- Proven experience in Service Management and ITIL processes
- Excellent communication, interpersonal, and stakeholder management skills.
- Commercial awareness
- Eye for detail to drive continual process improvement
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