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Senior Customer Success Manager
Remote/Hybrid
Join Tracsis and Help Shape the Future of Customer Success
At Tracsis, we're passionate about helping our customers achieve meaningful outcomes through innovative technology and services. As we continue to grow, we're looking for a Senior Customer Success Manager to play a pivotal role in strengthening our most strategic customer relationships and embedding Customer Success principles across the business.
This is a high-impact role where you'll work closely with customers and colleagues across Product, Support, Service Delivery, Sales, Renewals, and Leadership teams to maximise customer value, mitigate risks, and identify opportunities for growth. If you enjoy building trusted partnerships, influencing across teams, and driving positive customer outcomes, we'd love to hear from you.
The Role
As Senior Customer Success Manager, you'll be responsible for a portfolio of Tracsis' most strategic, high-value, and business-critical customer relationships. You'll act as the bridge between customer needs and internal delivery, ensuring valuable insights are translated into meaningful action that supports customer success, retention, and long-term partnership.
What You'll Be Doing
Strategic Customer Management
- Managing a portfolio of strategic and high-value customer accounts.
- Building trusted relationships with operational and senior customer stakeholders.
- Developing and maintaining Customer Success Plans for priority accounts.
- Defining customer outcomes, success measures, and value indicators.
- Monitoring stakeholder engagement, customer sentiment, and relationship health.
- Leading customer review meetings and strategic account planning sessions.
- Building executive-level relationships that strengthen partnerships and support long-term customer success.
Customer Health & Risk Management
- Maintaining customer health visibility across all assigned accounts.
- Identifying risks early using customer feedback, stakeholder engagement, support trends, delivery progress, and qualitative signals.
- Maintaining customer risk registers and mitigation plans.
- Leading customer recovery activities where risk materialises.
- Escalating emerging risks through agreed governance routes.
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Customer Value & Growth
- Ensuring customer value is clearly understood, measured, and communicated.
- Identifying opportunities for account growth and collaborate with Account Managers where appropriate.
- Contributing to strategic account planning activities.
- Supporting customer retention, growth, and advocacy through proactive engagement.
- Helping develop customer advocates, reference accounts, and strategic partnerships.
- Working collaboratively with Marketing, Product, and Commercial teams to showcase customer success and industry best practice.
Cross-Functional Leadership
- Coordinating activity across Product, Support, Service Delivery, Renewals, and Account Management teams.
- Ensuring customer insights are translated into meaningful business actions.
- Driving accountability for customer commitments and agreed actions.
- Championing the voice of the customer across the organisation.
Strategic Market Insight
- Sharing customer and market insights, including developments within the rail industry and wider transport sector.
- Contributing to Tracsis' customer strategy through intelligence gathered from strategic accounts.
Essential Experience
- Managing strategic customer relationships.
- Identifying, assessing, and managing customer risk.
- Developing customer success, account, or service improvement plans.
- Working across multiple business functions and stakeholder groups.
- Excellent written, verbal, and presentation skills.
- Experience within complex B2B or B2B2X software, technology, or service environments.
Desirable
- Experience within rail, transport, or other regulated industries.
- Working in SaaS or product-led businesses.
- Experience supporting complex customer contracts and long-term strategic partnerships.
What We're Looking For
We're interested in people who can bring a combination of customer focus, service management expertise, and a collaborative mindset. If you don't meet every requirement but believe you'd be a great fit, we encourage you to apply.
Skills & Behaviours
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- Excellent communication and relationship-building skills.
- Ability to manage multiple priorities and remain calm under pressure.
- Strong analytical and problem-solving capabilities.
- Confidence working with data to identify trends and opportunities for improvement.
- Customer-focused approach, with a commitment to delivering high-quality outcomes.
- Collaborative mindset and ability to work effectively across teams.
Why Join Us?
This is an exciting opportunity to join a growing organisation where your ideas, expertise, and contributions will make a real difference. You'll work alongside talented colleagues across technology, product, and commercial teams, helping shape the services that support our customers' success.
We're committed to creating an inclusive workplace where everyone can thrive, develop their career, and bring their whole self to work.
Our Values
Everything we do is guided by our values:
- Progression– continuously learning, improving, and moving forward.
- Integrity– doing the right thing and acting with honesty and accountability.
- Collaboration– working together to achieve shared success.
- Ownership– taking responsibility and delivering on commitments.
Our Benefits
- Flexible working hours
- Remote working options
- 25 days holiday + bank holidays
- Competitive salary
- Udemy Licence- L&D opportunities
- Bupa Medical Health care
- Life assurance - 3x basic salary
- Enhanced Parental Leave
- 2 volunteering days per year
- Tusker Car Scheme
- Cycle to work Scheme
Next Steps
Our TA team are committed to responding to all candidates within a reasonable timeframe.
The process:
- Call with our Talent Acquisition Team
- 1 hour Competency based interview, including presentation
- Next Steps
Our process is designed for us to understand your skills and experience and to give you the opportunity to find out more about the role, as well as the company.
We are committed to building a diverse workforce. Even if you do not tick all the boxes, we would still love to hear from you! If you require any adjustments or additional support during the application and interview process, do not hesitate to get in touch.
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