Customer Success Manager

🏡🏢This is a Hybrid role; the Support Services team within Customer Operations work from our Cardiff Offices 3 days per week.

What You’ll Be Doing

As the Customer Success Manager, you will be the driving force behind the performance, knowledge, and readiness of our frontline operational teams. You will be responsible for executing critical Learning & Development (L&D), Onboarding, and Real-Time Coaching (RTC) strategies.

This pivotal role requires you to own the entire training lifecycle, from designing engaging materials and facilitating new starter onboarding to overseeing the transition process into the live environment. Crucially, you will ensure that real-time support, live listens, and dedicated coaching sessions drive measurable improvements in customer interaction quality and agent performance across calls, chats, and emails.

• Lead, mentor, and manage a team of Specialists, conducting regular one-to-ones, performance reviews, and setting clear objectives focused on quality and speed to proficiency.
• Design and manage team rotas and scheduling to ensure full coverage for training delivery, RTC, and frontline support duties.
• Own and oversee the L&D strategy, including onboarding, continuous improvement, and knowledge gaps analysis.
• Directly manage the design, review, and continuous update of training materials, SOPs, and facilitation guides to ensure accuracy, compliance, and engagement.
• Oversee the successful execution of new starter onboarding programs, ensuring all agents achieve competency and compliance standards.
• Coordinate the transition of new hires from training to live support with structured guidance and real-time intervention.
• Own the Real-Time Coaching (RTC) strategy, ensuring specialists conduct effective live listens and provide immediate, impactful support to agents handling calls, chats, and emails.
• Analyse quality scores and performance data to identify systemic coaching needs, designing targeted interventions to elevate frontline performance and customer satisfaction.
• Drive continuous improvement by ensuring the team delivers timely, high-impact briefings and knowledge updates to all relevant operational teams.
• Act as the primary point of contact between Operations and the L&D/Coaching team, ensuring alignment on key priorities, performance gaps, and rollout of new initiatives.

We’re Looking For 🔎

• Proven experience leading a team focused on Learning & Development or Real-Time Coaching within a fast-paced Customer Service or Contact Centre environment, ideally in Financial Services.
• Demonstrable expertise in learning principles, instructional design, and facilitating engaging training sessions for diverse audiences.
• Strong coaching and mentoring skills, with the ability to influence performance and drive behaviour change through feedback and support.
• Experience in operational scheduling, rota management, and workload planning for a dynamic support function.
• A strategic mindset coupled with strong analytical skills, capable of using performance data to shape coaching strategies.
• Excellent communication skills, capable of delivering complex information clearly and concisely to frontline staff and senior leaders.
• A proactive, organised, and resilient leader who thrives in a role where stability, speed, and quality are paramount.

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

Interview Process 🤝
🤝First stage: 30 minute intro and values call with Talent Partner (Video call)
🤝Second stage: 60 minute CV overview and experience interview with Head of Department (In Person or Video Call)
🤝Final stage: 60 minute stakeholder interview with other Heads of Department (In person)