Account Customer Success Manager

Would you like to kick start your career in a supportive, collaborative and innovative company?

Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?

Join our Customer Experience Team

This is an exciting opportunity to join an evolving team within Softcat's fast growing Customer Experience function. You will report directly into the Customer Success Team Manager, and remain part of the Account CSM Team focused exclusively on increasing value to our internal strategic sales directors and their internal sales supports, as well as demonstrating value to some of Softcat's top billing customers within our L&C (Large & Complex) list.

Success. The Softcat Way.

There's a uniqueness to Softcat - what we do, how we do it and why we do it. That's because we help customers to use technology to succeed, by putting our employees first. We give everyone the chance to step up and show how much they can achieve. We succeed when all our people succeed.

Driving Success through Proactive Customer Engagement

As an Accounts Customer Success Manager, you will manage up to six strategic accounts, reporting to the Customer Success Team Manager. Your role involves supporting the sales account director and their teams to create a successful joint business plan and build processes that add value to our existing relationships.

As an Account Customer Success Manager, you'll be responsible for:

• Developing Account/Success Plans, Stakeholder Mapping, and Action Tracking for process improvement
• Tracking renewal opportunities within named accounts and support Account CSMs in following the same methodology
• Positioning Customer Experience and Customer Success Management within sales teams for opportunities and proposals
• Monitoring and managing processes through Planhat, ensuring correct onboarding and adherence to CSM standards
• Creating onboarding plans for new team members to provide structure and improve proficiency
• Communicating regularly with key stakeholders to report on CSM customers, activities, and projects

We'd love you to have

• Be able to support the Team Manager in driving initiatives to improve Account CSM performance
• Adaptable to change whilst multi-tasking and prioritizing requirements
• Exceptional customer service and be able to build rapport with internal & external stakeholders
• Ability to drive innovation and process improvements with excellent organizational, communication, and time management skills
• Take ownership of problems and challenges and excel in a dynamic environment

Work in a way that works for you

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

• Hybrid working- 3 days in the office and 2 days working from home
• Working flexible hours - flexing the times you start and finish during the day
• Flexibility around school pick up and drop offs

Working with us

Wherever you work, we want you to experience the freedom and autonomy to realize your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.

To become part of the success story, please apply now.

If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Any information you share on your application will be treated in confidence.

You can find out more about life at Softcat and our commitments to diversity and inclusion at

We offer a competitive salary and benefits package and will provide you with opportunities to grow, flourish, and achieve great things. Our benefits include:

Pension Share incentive plan Life Assurance Holiday

Two days extra holiday on top of your usual entitlement on your birthday and at Christmas

Trips

Opportunity to qualify for Director hosted (often michelin star) lunches as well as half and full year incentive trips to places all over the world

Vouchers

Technology vouchers, activity passes, restaurant discount card

Partner/family Benefits

Option to add your partner/family to some of the benefits

Access to Perklife, our dedicated portal for all perks and flexible benefits

Maternity, Paternity and Adoption support

Two days extra holiday on top of your usual entitlement on your birthday and at Christmas