Customer Success Manager

Customer Success Manager
Location: Hybrid Working - Office in Cardiff, CF15 7QZ
Salary: £45K - £50K per annum, DOE + Excellent Benefits!
Contract Type: Permanent, Full-Time

What We Can Offer You: Hybrid Working, Performance-Related Bonus, Life Assurance, Additional Holiday Purchase, Health Cash Plan, Subsidised Gym Memberships, Cycle to Work Scheme, Discount Vouchers and Access to Wellbeing Resources!

Why Do We Want You?
Are you passionate about improving customer satisfaction, driving operational excellence, and fostering a customer-centric culture? Astutis, part of the Wilmington plc, is seeking a Customer Success Manager to join our Senior Leadership Team. In this pivotal role, you'll lead the strategic improvement of customer service across the business, ensuring successful delivery of all customer communications and services while achieving Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

Job Purpose, Tasks and Responsibilities:
Reporting directly to the Managing Director, you will be responsible for continuous improvement in customer service delivery and the successful management of Astutis' client relationships. You'll work collaboratively across departments, contribute to the strategic direction of the business, and ensure outstanding customer experiences.

You will be responsible for:

1. Developing and implementing a customer service strategy focused on exceeding client expectations and delivering satisfaction.
2. Promoting a customer-centric culture and ensuring consistent, excellent end-to-end experiences across all channels.
3. Using data analysis and insights to drive improvements in learner pass rates, success rates, and overall customer satisfaction.
4. Managing feedback platforms such as Coursecheck and responding to evaluations to enhance service delivery.
5. Reviewing and improving course delivery by both associate and full-time trainers.
6. Supporting enterprise clients with tailored services and large-scale initiatives.
7. Leading continuous system reviews for the Operations team, including implementing new CRM, TMS, and LMS solutions.
8. Acting as the escalation point for customer complaints and feedback, resolving issues effectively.
9. Staying updated on industry trends and technologies to keep Astutis at the forefront of customer experience.

What's the Best Thing About This Role?
This is your chance to lead transformational change in a business that values excellence, collaboration, and innovation. You'll influence key processes and leave a lasting impact on customer experience.

What's the Most Challenging Thing About This Role?
Balancing operational and strategic priorities across multiple departments while maintaining high standards of service and client satisfaction requires adaptability and strong leadership.

What We're Looking For:
To be successful in this role, you must have:

1. Strong process and systems knowledge, including CRM, LMS, and TMS software.
2. Demonstrated experience in client collaboration and complaint management.
3. Quality management system experience, including ISO9001 familiarity.
4. Advanced data analysis and interpretation skills.
5. Influencing skills to inspire change and align teams with strategic objectives.

It would be great if you also have:

1. Experience in the training or consulting services industry.
2. ISO auditor experience.
3. Systems implementation expertise.
4. Project management qualifications.

Measures of Success:
Your success will be evaluated based on:

1. Customer satisfaction scores, including Feefo platinum feedback and Google reviews.
2. Course evaluations and trainer quality metrics from Coursecheck.
3. Benchmarking pass rates against national and tutor averages.
4. Metrics on repeat business and customer retention.
5. Net Promoter Score (NPS).

About Us:
Astutis, part of the Wilmington plc, is a leading provider of accredited Health, Safety, and Environmental training. We deliver learning solutions in various formats, including online, virtual, and classroom-based, achieving pass rates at least 10% above the national average. With significant growth over the past three years, we are excited to bring new talent into our dynamic and ambitious team.

Find What You're Looking For:
We are ambitious, inclusive, and filled with integrity and curiosity. Join us and achieve more in your career with mutual respect, support, and fair rewards.