The Customer Success Manager is responsible for supporting customer retention, adoption, satisfaction, and long term value across the organisation''s customer base. This role owns the post sales customer experience, combining Customer Success leadership with operational responsibility for Customer Support Delivery and External Application Support.The role contributes to a scalable customer experience that supports the company''s growth ambitions.Key ResponsibilitiesCustomer Success Strategy and DeliverySupport the execution of the Customer Success strategy aligned to company goalsContribute to adoption, retention, and expansion activities across the customer baseSupport customer journey activities covering onboarding, adoption, value realisation, and renewalAssist in improving customer satisfaction and retention performanceCustomer Support Delivery (Support Operations)Support Customer Support delivery across contracted support tiersMonitor support service levels, resolution times, and case qualityAssist with ticketing workflows, escalation processes, and support operationsContribute to efficiency improvements through automation and knowledge base developmentWork with Support, Product, and Engineering teams to improve customer experienceCustomer Health, Insights and Renewal SupportSupport customer health scoring and churn risk monitoringParticipate in regular business reviews, adoption plans, and value assessmentsMaintain reporting and dashboards for visibility into customer ..... full job details .....