Customer Success Manager
This is a , Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
The role
As a Customer Success Manager, you’ll support our Tier 2 customers and play a key role in fostering a customer‑centric culture across the Customer Success Unit. You’ll focus on driving retention, customer value, and long‑term strategic partnerships.
What will I be doing?
- Act as the primary day‑to‑day contact for Tier 2 accounts, driving retention, value realisation and long‑term alignment between customers and ANS.
- Lead customers through success plans to ensure they achieve maximum value.
- Identify and support upsell and cross‑sell opportunities across your customer portfolio.
- Use data and insights to understand customer health, sentiment and renewal risk; maintain accurate renewal forecasting.
- Build strong customer relationships and proactively address needs, challenges and escalations.
- Represent the customer voice within ANS, ensuring feedback is captured, actioned and aligned to continuous improvement.
- Collaborate with CSAs to deliver value‑added services and support lead generation for the CSAM team.
- Develop and maintain customer success plans and ensure best‑practice adoption across accounts.
- Keep up to date with ANS GTM and Customer Success methodologies through ongoing learning and certification.
- Progress against training and development plans, including sales‑adjacent frameworks such as CoDevelopp, MEDDPICC and SIQ.
- Drive service improvement across assigned customers, including satisfaction, SLA/KPI delivery, onboarding quality, process efficiency, and identifying trends or lessons learned.
- Ensure ITIL v4 best practice is applied where appropriate and that all elements of the service definition are met.
- Present monthly customer status reports to CSU leadership.
What will I bring to the role?
- Proven experience in Service Management and ITIL processes.
- Excellent communication, interpersonal and stakeholder management skills.
- A proactive mindset focused on continuous improvement.
- Strong understanding of the ANS customer journey.
- High attention to detail and a drive to improve processes.
Why work for ANS?
At ANS, we’ve created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative – and we do it like no other. We invest in our people. In training, development, health and more – we give you the benefits and flexibility to maintain a happy work-life balance.
We’re proud of the inclusive, fun, dynamic environment we’ve created. It’s a safe space that works for all. You don’t have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at LinkedIn pages.
What’s in it for you?
With fantastic benefits, an inclusive culture, and a cool office space, we’re your kind of workplace.
Company benefits
- As standard: 25 days’ holiday, plus you can buy up to 5 more days
- A little extra: we’ll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days’ additional holiday in the year you get married. Oh, and 5 volunteer days!
- Private health insurance
- Pension contribution match and 4 x life assurance
- Flexible working and work from anywhere for up to 30 days per year (some exceptions)
- Maternity: 16 weeks’ full pay, Paternity: 3 weeks’ full pay, Adoption: 16 weeks’ full pay
- Company social events – get ready for a jam-packed calendar
- Electric car scheme
- 12 days of personal growth development time
ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly, regardless of age, disability, gender reassignment, gender expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.
The Benefits
The Benefits
Work from anywhere
Private Medical
Pension Scheme
Life Assurance
Volunteer Days
Electric Vehicle Scheme
Personal Development Days
Ride to Work Scheme
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