Customer Success Manager

Job Summary
Are you a driven professional with a passion for building strong customer relationships and ensuring service excellence? Livingstone Technologies is looking for a Customer Success Manager to join our dynamic Customer Success Team. This is a fantastic opportunity to work with global businesses, supporting the entire customer lifecycle-from onboarding to renewal-while delivering impactful outcomes and growing strategic partnerships. As a Customer Success Manager, you'll serve as the trusted advisor to your customers, ensuring they achieve their business goals through proactive service delivery. You'll also work closely with our Customer Success Director, Account Directors, and internal teams to drive retention, expansion, and revenue growth across your customer base.

What you'll be doing

1. Acting as the primary point of contact for your assigned customers, developing trusted, long-term relationships.
2. Ensuring the successful delivery of all contractually agreed outcomes, in collaboration with consulting and service delivery teams.
3. Gaining a deep understanding of each customer's business, goals, and challenges to align Livingstone's services accordingly.
4. Supporting the Customer Success Director in delivering strategic guidance and maximising value delivery.
5. Identifying upsell opportunities and supporting Account Directors in driving additional revenue streams across services and solutions.
6. Maintaining up-to-date customer records, key milestones, renewal dates, and stakeholder contact information.
7. Creating and managing Account Plans that identify risks, renewal strategies, and growth opportunities.
8. Engaging customers with upcoming marketing initiatives and events to drive attendance and interaction.
9. Conducting regular Customer Satisfaction (CSAT) surveys to gather feedback and implement service improvements.
10. Applying Livingstone's governance and delivery principles to ensure project/service activities are effectively tracked and managed.
11. Developing and maintaining customer RACI charts and stakeholder maps to align responsibilities and enhance collaboration.

Here's what we're looking for

1. Proven experience building and maintaining executive-level customer relationships (including C-suite stakeholders).
2. Demonstrated ability to manage multiple customers and projects in a fast-paced, dynamic environment.
3. Strong communication and interpersonal skills, with a knack for developing trusted relationships.
4. Excellent organisational and time-management skills.
5. Confidence in leading and orchestrating multi-stakeholder meetings.
6. Working knowledge and practical experience in Software Asset Management and service/project delivery.
7. Prior experience working in a B2B environment focused on technology services or consultancy.
8. Familiarity with account planning and customer lifecycle management frameworks.
9. Experience using CRM and project tracking tools to manage customer data and service delivery.

You will live and breathe our values
Commitment - dedicated to delivering on our promises. Collaboration - working together to drive success. Inclusion - embracing diverse perspectives. Innovation - seeking smarter ways to work. Inspiration - striving to exceed expectations.

Benefits
We offer a competitive salary and a comprehensive benefits package, including 25 days of annual leave (rising to 27 after 5 years of employment), plus bank holidays. Two volunteering days and one personal day per year. Company-matched pension scheme. Life assurance and enhanced parental leave. Flexible working, cycle-to-work scheme, and the option to purchase additional leave.

About Livingstone Technologies
We are part of the Trustmarque Group, a leading provider of innovative technology services. At Livingstone, we specialise in Software Asset Management and work closely with some of the world's biggest organisations to ensure software compliance, optimise IT spend, and deliver strategic value. We're proud to be an equal opportunity employer, committed to fostering a culture of belonging, inclusion, and equal access to opportunity for all. To learn more about us and our impact, visit Trustmarque - About Us.