Customer Success Manager

We are looking for a Customer Success Manager to lead and develop the Customer Success function across the UK, ensuring clients achieve maximum value from the Supply Chain Sustainability School and reporting tools.

The role balances operational leadership with strategic responsibility driving client engagement and retention in the region, embedding best practice, and influencing the direction of the global Customer Success strategy.

Action Sustainability is a leading consultancy with the aim of inspiring sustainable business.

Our team comprises 60+ full and part time employees and associates. Many of our clients are sector leaders on sustainability and supply chain issues and we are proud of our reputation for leading the thinking in this area.

Action Sustainability drives lasting change in sustainability through innovative technology, expert advisory, and award-winning learning solutions. They partner with leading organisations, including the NHS and Houses of Parliament, to create measurable impact across industries. As the delivery team behind the Supply Chain Sustainability School, we lead global collaboration to accelerate sustainability.

An accredited Living Wage employer, we’ve been recognised by Best Companies with a ‘One to Watch’ status for their commitment to an outstanding workplace. We prioritise regular wellbeing check-ins, ensure employees are heard, and offer mental health support. Our competency framework enables employees to shape their career paths with clear development goals, while managers receive coaching, mentoring, and peer-sharing opportunities to enhance their leadership skills. This comprehensive approach supports an environment where personal and professional growth thrive.

• Lead, inspire and develop a team of Account Managers and Executives across the UK, ensuring consistent delivery of outstanding customer service.
• Shape and roll out best practice account management processes, embedding a culture of continuous improvement in the regional team.
• Take ownership of the customer success strategy, with accountability for retention and growth targets.
• Manage a select portfolio of high-value or strategic clients, ensuring maximum ROI and long-term partnership.
• Partner with senior stakeholders across marketing, project delivery, sales and product to align regional delivery with business objectives and client needs.
• Track, analyse and report on customer success metrics for the UK, providing insight and recommendations to the UK Head of School.
• Contribute to global customer success strategy by sharing regional insight, trends and innovative practices.
• Represent the School at regional industry events and forums, positioning the organisation as a thought leader and trusted partner.
• Support the professional development of the Customer Success team through coaching, mentoring and tailored training.

Applicants should have the following criteria:

• Substantial experience in customer success or account management, with evidence of leading both people and strategy.
• Proven track record of delivering client retention and growth targets at scale.
• Strong leadership skills, with the ability to inspire and develop a high-performing team.
• Confident in influencing and engaging with senior stakeholders, both internally and externally.
• Skilled at developing and embedding best practice processes and driving continuous improvement.
• Commercially astute with the ability to balance client satisfaction and business objectives.
• Experience of managing strategic accounts and shaping engagement at a senior level.
• Strong understanding of the built environment sector and supply chains.
• Knowledge of sustainability issues (advantageous).

Sounds like a good fit? Apply below