Customer Success Manager (Remote)

Job Title: Customer Success Manager
Location: Remote/Hybrid (UK-based)
Salary: £30,000 – £40,000 per annum
Contract Type: Full-time, Permanent

About Us
ICS.AI is a leading provider of innovative AI solutions for the public sector. As the UK’s first Microsoft Inner Circle Partner, we deliver cutting-edge projects using Microsoft Azure, Office 365, Microsoft Power Platform, and Microsoft Teams. With our headquarters in Basingstoke and a remote-first approach, we serve clients across the UK in Health, Education, and Government.

About the Role
We’re looking for an experienced Customer Success Manager to join our growing Customer Success team. Reporting to the Head of Delivery, you’ll play a vital role in ensuring our clients achieve maximum value from their AI solutions by driving adoption, satisfaction, and client health across standard accounts.

As a trusted advisor, you’ll proactively engage with clients, develop tailored Continual Service Improvement (CSI) plans, and deliver training programs that empower users. This role offers an exciting opportunity to work at the forefront of AI technology, fostering long-term relationships and helping clients unlock the full potential of their solutions.

Key Responsibilities

• Serve as the primary point of contact for standard accounts, ensuring client satisfaction and identifying growth opportunities.

• Drive adoption of AI solutions through expert guidance, training, and support.

• Develop and execute Continual Service Improvement (CSI) plans with clear milestones and success metrics.

• Deliver training programs that enhance user proficiency and satisfaction.

• Collaborate with internal teams to resolve service issues promptly and maintain high service quality.

• Ensure timely upgrades of client solutions, aligning with their strategic objectives.

Required Skills and Experience

• Strong communication and relationship-building skills.

• Proven experience in customer success, account management, or a related role.

• Solid product knowledge and technical aptitude, especially in AI and cloud-based solutions.

• Demonstrable ability to manage multiple client accounts effectively.

• Analytical mindset with the ability to track metrics and drive data-informed decisions.

What We Offer

• Flexible and remote working options.

• Enhanced pension scheme (5% employer contribution).

• 25 days annual leave plus bank holidays.

• £100 monthly work-from-home allowance (taxable, paid in monthly salary).

• Private healthcare package (Vitality).

Eligibility Requirements
Applicants must have the legal right to work in the UK. Unfortunately, we cannot offer visa sponsorship for this role.