Customer Success Team Manager
At CV\-Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.
We are in a period of focused internal investment, following a year of key strategic acquisitions and significant investment across all parts of the business, from Tech and Data to People and HR, there’s never been a more exciting time to join us or a better place to grow your career!
The Role
Hours: Monday\-Friday, 9:00\-17:30
Location: Fleet
Working Pattern: Hybrid – 3 days a week on site
We are currently looking for a client\-centric and driven Customer Success Team Manager to lead and develop a team of Customer Success Executives, supporting our SME client base.
You’ll be accountable for delivering exceptional service, driving account growth and retention, and leading a high\-performing team that ensures our clients maximise value from CV\-Library.
Responsibilities:
- Oversee a portfolio of client accounts, ensuring they maximise value from their job postings and products
- Provide data\-led insights and recommendations to improve client performance and hiring outcomes
- Build and maintain strong, consultative client relationships, positioning CV\-Library as the platform of choice
- Ensure regular performance reviews are conducted with key accounts to drive engagement and product adoption
- Oversee the effective resolution of client queries and issues, ensuring a consistently high standard of service
- Partner closely with Sales to drive account growth, retention and revenue opportunities
- Identify trends, risks and opportunities across the client base, taking a proactive and strategic approach
- Lead, coach and develop a team of Customer Success Executives to deliver exceptional client care
- Drive a high\-performance, customer\-first culture across the team
- Oversee 1:1s, performance reviews and development plans, ensuring consistency and quality
- Monitor and own team KPIs, driving performance, accountability and continuous improvement
- Identify capability gaps and implement structured training and development programmes
- 2\+ years’ experience in a leadership/management role within a customer\-focused environment
- Proven experience leading and developing high\-performing teams
- Strong customer\-centric mindset with the commercial awareness to drive growth and retention
- Confident using CRM systems, MS Office and digital tools
- Excellent communication skills, both written and verbal
- Strategic thinker with the ability to balance hands\-on involvement with team oversight
- Highly organised, with strong prioritisation skills
- Adaptable and resilient in a fast\-paced, evolving environment
Please do not hesitate to get in touch should you require any reasonable adjustments to assist with your application.
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