Job Description

Customer Success Team Manager

As Utelize continues to grow, we are looking to expand our Service Delivery Team, and the Customer Success Team Manager will play a pivotal role in managing the Customer Success Team, driving customer retention, satisfaction and growth.

Company Overview

Utelize is a specialist IT service provider, focused on helping large businesses to manage mobile devices (e.g. smartphones, tablets and laptops), mobile connectivity and support for their end-users. Our services and support help our customers to:

Release their IT teams for strategic projects Optimise and reduce device, mobile connectivity and support costs Improve support for end-users to resolve device and connectivity issues Rapidly replace lost or damaged devices for fieldworkers Protect their businesses from IT security threats on mobile devices To adopt more sustainable ways of reusing and recycling mobile devices and technology
With 30% revenue growth year-on-year in 2023 & 2024 and our first acquisition completed in Q4 2024, there has never been a more exciting time to join us.

Based in Malvern and Crawley we are a team of 30+ with strong social values, who are focused on delivering innovative mobile solutions to corporate clients, which we support with excellent customer services.

Alongside our business objectives, we have raised over 140k in the past three years to help build Solar Learning Labs in Africa with Computer Aid and we have planted more than 40,000 trees to offset the impact of mobile devices that we provide to our customers!

To support our continued growth and to achieve our objectives for 2025 we need experienced, customer focused people to join our growing team.

About the Role

Reporting to the Head of Service Delivery, you will manage the Customer Success Managers, ensuring smooth and efficient delivery of services to support the business.

Responsibilities include:

Collaborate with the Head of Service Delivery to establish a clear vision for how Utelize's services are delivered and improved, with an emphasis on exceptional service delivery. Continuously measure and analyse quantitative and qualitative data to demonstrate business performance against contract deliverables and service levels. Lead, mentor, and develop a team of Customer Success Managers and other direct reports by providing guidance, support, and regular face-to-face training sessions to help achieve individual, team, and company objectives. Build and nurture strong, long-term relationships with strategic customers through regular face-to-face meetings and consistent engagement. Understand customer challenges and industry trends to offer strategic insights and deliver effective, tailored solutions. Develop and implement strategic account plans that align with customer goals while driving revenue growth. Monitor industry trends to inform customer strategies and identify new business opportunities. Drive continuous service improvement initiatives by leveraging data and customer feedback. Oversee the seamless onboarding of new customers and the introduction of new services for existing clients. Collaborate with internal teams to launch and promote new products and services to our existing customer case, using customer feedback to shape the business development roadmap. Manage the full customer lifecycle, including renewals, to ensure sustained satisfaction and industry leading retention levels. Act as the escalation point for critical customer issues raised by Customer Success Managers, ensuring prompt and effective resolution. Foster a culture of collaboration, continuous improvement, and customer-centric service delivery.

What we are looking for:

A confident, proactive, customer champion who demonstrates an understanding of customer challenges, aligning the Utelize's solutions to drive value.

Essential Experience & Education:

Experience of managing teams with service management responsibilities for 100+ customers Experience of working for a fast growth telecoms or IT services company. Proven track record of managing a team of Customer Success Managers. Demonstratable evidence of retaining existing business and delivering new opportunities. A solutions-oriented, "can-do" mindset. Self-motivated and capable of working independently or as part of a team. Effective interpersonal skills to build rapport with cross-functional teams. Excellent Excel skills and ability to present data effectively Excellent organisational and communication skills

Desirable Experience:

Mobile network and telecoms knowledge, from customer onboarding, in-life management to contract renewals (minimum of 5 years industry experience)

What we Offer:

Full time - competitive salary dependent on experience 25 Days Paid Holiday per annum plus Bank Holidays Comprehensive Healthcare and Medical Benefits Plan (after 1 year of employment) Discretionary Annual Bonus linked to key performance metrics for team Great location at Malvern Hills Science Park with free onsite parking Continuous learning and professional development opportunities Exciting and challenging projects with industry-leading clients

What we Offer

Salary 45,000+ (depending on experience) 25 Days Paid Holiday per Annum (plus Bank Holidays) Comprehensive Healthcare and Medical Benefits Plan (after 1 year employment) Hybrid working - we operate a minimum of 3 days per week on site at our Malvern Office (following accreditation) Due to the nature of this role we are unable to sponsor candidates and therefore all applicants should already hold the right to work in the UK Great location at Malvern Hills Science Park with onsite parking and cafe

Other Information

All candidates will have to be willing to undergo employee screening Flexible working - we may consider part-time applications for this role
Job Types: Full-time, Permanent

Pay: From 45,000.00 per year

Additional pay:

Bonus scheme Performance bonus Yearly bonus
Benefits:

Casual dress Company events Free parking On-site parking Private dental insurance Private medical insurance Work from home
Schedule:

Flexitime Monday to Friday No weekends
Ability to commute/relocate:

Malvern: reliably commute or plan to relocate before starting work (required)
Education:

A-Level or equivalent (preferred)
Experience:

Customer service: 5 years (required) Management: 5 years (required)
Licence/Certification:

Driving Licence (preferred)
Work Location: In person

Application deadline: 28/08/2025
Expected start date: 28/09/2025