Position: Customer Success Manager

Role Duration: Permanent, full time, 37.5 hours

Location: Hybrid / Southwest England / Remote / Client sites

Start: As soon as possible

Reports to: CTO

About OfficeLabs

At OfficeLabs, we help organisations modernise and automate their business processes using Microsoft technologies which include Power Platform, SharePoint, Dynamics, Azure and AI.

We’re a close-knit team of experts who deliver practical, secure and high-impact digital transformation solutions. Our clients trust us to improve productivity, compliance and governance. As such, we take pride in doing what we say we’ll do.

As we continue to grow, we’re seeking a Customer Success Manager to strengthen the bridge between our clients and our technical delivery team ensuring projects run smoothly, relationships thrive and opportunities to deliver more value are captured.

Role Overview

The Customer Success Manager is a hybrid role that blends project oversight, client relationship management and account development.

You’ll work closely with the CTO to ensure our client projects are delivered to high standards on time, within scope and with clear communication at every stage. You’ll act as the main point of contact for clients, translating technical progress into business outcomes and ensuring OfficeLabs continues to deliver measurable value long after go-live.

Responsibilities

Project & Delivery Oversight

  • Maintain visibility across multiple live client projects, ensuring timelines, budgets and quality expectations are met.
  • Coordinate with delivery teams to track progress, remove blockers and align resources as priorities shift.
  • Keep project documentation, dashboards and reports up to date.
  • Challenge teams constructively to maintain accountability and client focus.

Client Relationship Management

  • Act as the primary contact for assigned clients, ensuring clarity, responsiveness and confidence throughout delivery.
  • Build trusted relationships with client sponsors, stakeholders and decision-makers.
  • Hold regular account reviews to assess progress, satisfaction and future needs.
  • Ensure clients clearly understand the value being delivered through measurable outcomes.

Account Growth & Opportunity Development

  • Spot and qualify new opportunities within existing accounts.
  • Work with the CTO and sales team to scope, price and propose follow-on work.
  • Support renewals and retained service agreements.
  • Help maintain CRM and pipeline visibility for ongoing accounts.

Internal Collaboration & Improvement

  • Partner with the CTO to align delivery priorities with business goals.
  • Provide structured feedback from clients to improve our services, communication and delivery processes.
  • Contribute to developing repeatable, high-quality delivery methods that scale with growth.

Skills & Experience

  • Proven experience in project delivery, client success, or engagement management within IT or digital services.
  • Strong communication skills and able to translate technical details into clear business updates.
  • Good understanding of Microsoft 365, Power Platform, or digital transformation technologies (advantageous but not essential).
  • Highly organised with excellent time and stakeholder management skills.
  • Commercially aware, with an ability to identify opportunities and contribute to account growth.
  • Confident working both independently and collaboratively with technical teams.

Success in This Role Looks Like

  • Projects consistently delivered on time and within agreed scope.
  • Clients feel informed, supported and confident in OfficeLabs’ delivery.
  • Account satisfaction and renewal rates improve quarter over quarter.
  • Internal teams experience smoother communication and fewer delivery surprises.

What We Offer

  • Opportunity to work closely with the CTO and influence delivery strategy.
  • Exposure to cutting-edge Microsoft technologies and solutions.
  • Support for professional development and Microsoft certifications.
  • Flexible working environment with autonomy and trust.
  • A collaborative team culture focused on quality, integrity and innovation. 
  • Company Health Care Scheme.

We are committed to participation in the disability confident scheme creating a diverse and inclusive workplace where everyone feels welcome, respected and valued for their unique contributions.

Salary: from £30,000.00 per annum (depending on experience).

When you contact us – mention the specific role when you complete the contact form and we will be in touch.