Customer Success Manager

Are you passionate about delivering exceptional customer experiences? Do you enjoy building strong relationships, solving problems, and making a real difference to your clients? Juice Recruitment is delighted to be partnering with a well-established and highly respected organisation in Gloucester to recruit for a brand new Customer Success Manager position. This is an exciting opportunity to join a business that truly values its customers and is investing in creating an outstanding client experience. This isn't just another Customer Sucess Manager role. You'll have the opportunity to shape a newly created function, influence customer retention strategies, and become a trusted partner to both clients and internal teams. If you're looking for a role where your ideas are valued and your contribution has a genuine impact, we'd love to hear from you. DAY TO DAY: As an Account Manager, you'll take ownership of customer relationships, ensuring every client receives exceptional service and support. You'll proactively identify opportunities to strengthen relationships, resolve challenges, and help drive long-term customer satisfaction and retention. • Build and maintain strong, long-lasting relationships with clients • Proactively identify and support at-risk or dissatisfied customers • Take ownership of escalated customer accounts and successfully manage service recovery • Investigate service issues, working closely with internal teams to deliver effective solutions • Monitor service performance to ensure improvements are implemented and maintained • Analyse customer feedback, identify trends and recommend improvements • Produce reports on customer retention, recurring issues and service performance • Promote best practice across the business to enhance the overall customer experience • Support continuous improvement initiatives that positively impact customer satisfaction WE ARE LOOKING FOR: We're looking for someone who genuinely enjoys working with people and takes pride in delivering exceptional customer service. You'll be a confident communicator who can build trust, navigate challenging conversations and find solutions that benefit both the customer and the business. • Previous experience within Account Management, Customer Relationship Management or Customer Success • Experience managing and resolving customer concerns with professionalism and empathy • Strong relationship-building and stakeholder management skills • Experience working within a service-led, contract or KPI-driven environment • Excellent communication and problem-solving abilities • A proactive, organised approach with strong attention to detail • The ability to analyse information, identify trends and recommend improvements • A collaborative mindset with the confidence to work independently when required FOR YOU: • The opportunity to join a growing business in a newly created role • Real ownership and the chance to influence how customer relationships are managed • A supportive, collaborative and people focused culture • Exposure to senior stakeholders and multiple areas of the business • Excellent long term career development opportunities as the department continues to grow • The chance to make a genuine impact within a business that puts customer experience at the heart of everything it does INDS