Customer Success Manager

We’re looking for a Customer Success Manager with significant experience in a customer success or customer service role to support and engage customers at every stage of the customer lifecycle, leading to improved account retention and product diversity.


  • Liaise with Strategic Account Managers, Technical Customer Success Consultants (TCSCs) and Services team to create and implement a customer loyalty plan for tier 1 and 2 customers.
  • Build relationships at multiple levels of the customer’s organization.
  • Oversee customer onboarding process and keep customers and wider Teneo team updated at each milestone.
  • Create bespoke agendas for customer review meetings and involve Teneo staff in any meeting preparation and documentation required.
  • Conduct face-to-face meetings with customers on a pre-determined cadence to maintain a current client pulse.
  • Keep CRM up to date with key contacts and notes from any conversations.
  • Arrange executive sponsor meetings with 1st and 2nd tier customers.
  • Facilitate Technical Customer Reviews and discovery roadmap sessions between customers and TCSCs.
  • Organize training and knowledge transfer sessions on technology solutions.
  • Organize bi-annual technology health checks.
  • Monitor and report on customer health-related KPIs.
  • Escalate customer issues internally and provide updates to stakeholders.
  • Manage incremental expansion projects for customers.
  • Manage customer renewals in partnership with Technical Customer Success team.
  • Recognize upsell and cross-sell opportunities and initiate meetings with sales team.
  • Be the Teneo expert on key accounts.
  • Work with relevant vendors and Teneo teams to provide customers with proactive updates on new features, products, and changes to pricing.
  • Survey customers to seek regular feedback on Teneo’s performance and share internally.
  • Devise customer experience improvement initiatives.
  • Provide monthly statistical reports on health of customer’s technology solutions.
  • Contact customers who have not logged support tickets within 90 days to check in on the quality of service/solution.
  • Check with customers upon resolution of trouble tickets that were open for more than two weeks to gain feedback on experience with Service Desk.
  • Follow up negative CSAT ratings.
  • Increase customer attendance at Teneo technical workshops.
  • Organize customer and Teneo social events.
  • Keep up to date with and articulate the function and value of Teneo’s product offerings at a high level.

Education and Work Experience

  • Degree standard of education
  • Consistent track record in customer success or customer service roles

Knowledge, skills and qualities


  • Working knowledge of Hubspot
  • Understanding of: Enterprise hybrid architectures and Managing & delivering IT
  • Teneo’s technical value proposition (connect, protect, analyse and act)


  • Relationship building and management
  • High levels of emotional intelligence
  • Strong verbal and written communication skills
  • Time management and organization
  • Issue resolution
  • Stakeholder management
  • Project management.


  • Reliable
  • Empathetic
  • Accountable
  • Positive and optimistic
  • Detail oriented.

What We Offer You:

  • A salary of £50,000 – £60,000
  • Flexibility with work schedule and working location
  • Open paid holiday allowance
  • An employee recognition programme
  • An energetic and supportive working environment
  • The opportunity to work for a company that is working towards impacting the lives of 1M children through partnering with charities on education projects around the world.

    Apply for this position

    To apply for this vacancy, please complete the form below and remember to attach your CV/resume before submitting your application. We’ll be right back in touch should we wish to pursue your submission.

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    Apply for this position

    We look forward to receiving your application to join our team.

    Apply now