Customer Success Account Management Team Manager

ANS Group are a 750+ team of technology specialists and business experts, who, according to our customers ‘get things done’. And we’re on a mission to make the world’s best cloud and digital services available for all.

Openness, ambition, honesty and passion are what drive us every day. We are bold, courageous, and innovative, and we do it like no other.

At ANS we fundamentally believe every organisation, large or small, has the right to realise their dreams and think bigger. So we’ve made this our mission. And we do this by giving all organisations access to the best digital transformation technology, people, and processes.

ANS deliver the world’s best cloud, security, data and business application solutions specifically for health and social care organisations. By doing this, we enable transformational projects that have an impact on citizens, communities and businesses.

Following internal promotion we currently have an outstanding opportunity for an accomplished Team Leader to drive growth and development across our high performing Customer Success Account Management team during an exciting period for our organisation.

The role

As a Customer Success Account Management (CSAM) Team Manager at ANS you are responsible for leading and executing the customer success account management growth targets across Tier 3,4 & 5 customers. You will lead and drive the end-to-end customer experience for post-sale account management with a keen eye on NRR, acting as the voice of the customer at a senior manager level, ensuring scalability, efficiency, alignment and accountability across the department.

You will be responsible for ensuring all post-deal customer activities from handover of upsell opportunities won to renewals are executed to meet or excel customer expectations.

As a senior manager you will influence the business forecast for renewals and upsell focussing on identification of cross sell / upsell opportunities through whitespace analysis across your accounts.

You play an important role in driving customer culture across the department as the customer champion improving revenue growth, driving retention, and growing long-term partnerships with your aligned cohort of customers.

What will you be doing? 

Deliver 

• Reduce customer churn by ensuring customers feel valued and that your team maintains regular communication with their customer base.
• Lead from the front and coach the team to drive value-driven and strategic conversations with customers.
• Role model ANS’ value of “eyes on the customer” and provide an escalation route.
• Ensure solutions and products proposed to customers are fit for purpose.
• Become a strategic partner, advising customers on products that improve business efficiency and reduce risk.
• Be the voice of the customer within ANS and in CX settings.
• Take ownership of initiatives and projects that further improve customer experience and success. 

Find 

• Work with CSU Directors, Customer Success Management function and ANS Sales team to identify upsell and cross sell opportunities within your team’s customer base.
• Hire high potential talent into the team to drive performance
• Ensure robust coverage, supporting your team to achieve their targets.
• Develop a strong relationship with our vendors to create growth opportunities and value for our joint customers.
• Drive a culture of proactive customer engagement, ensure LIOS are met across the team and encourage value driven conversations.
• Enable and coach the CSAM team to generate referrals into horizontal sales teams.

Win  

• Drive the team to deliver annual sales targets through effective up-sell and cross-sell strategies.
• Oversee the end-to-end sales cycle management, ensuring best practices in CRM usage and collaboration with presales solution architects.
• Monitor and support the team’s performance, providing guidance and removing obstacles to success.
• Set stretching but realistic targets for the team to maximise growth for accounts.
• Contribute to sales targets when needed.

• Deliver the annual number for Managed Services & Professional Services for your specific area and assigned targets.

Grow 

• Build and develop key relationships with influencers and decision makers across the ANS business.

• Inspire and motivate the team to deliver.
• Coach and upskill team members to enable them to meet their numbers, help them remove blockers and go one better.
• Provide a single point of contact, engagement plans with both customers. Fully understand the landscape and people, identify share of wallet across our services.
• Promote close collaboration between CSAM function and the CSM and CSA teams, ensuring participation across Service Reviews, QBRs, project updates, and boards to deliver an exceptional customer experience and find opportunities.
• Oversee renewal processes, ensuring the team works effectively with CSM, CSA, and Renewals Team.
• Champion accountability, ensuring all actions are tracked and followed through. Be the pacesetter for this team.

What will you bring to the role? 

• Proven track record managing a client-facing team, within a digital services organisation, increasing retention and growing new and existing service lines with strong Net Revenue Retention targets achieved.
• Demonstrable experience in a similar management role within a Customer Success Account Management or Sales Account Management role.
• Experience leading and developing high-performing customer success or account management teams within a digital services environment.
• Strong commercial acumen, a deep understanding of strategic account management, and a track record of driving operational excellence and customer growth.
• Exceptional stakeholder management, communication, and coaching skills.
• Ability to use data-driven insights to inform strategy and performance.
• Skilled at collaboration across departments, managing change, and championing customer experience improvements.
• Experience in running the end-to-end sales process across Enterprise size customers, supporting the team to identify, close and deliver solutions across Cloud, Data and Security.
• Natural ability to influence senior leaders and board members.
• Exceptional communicator, skilled in engaging presentations, negotiations, escalation resolution, and Exec forums.