Customer Success Manager

Customer Success Manager - Capita AITO
Location - Belfast (Hybrid)

Competitive salary and bonus

About the role
We’re looking for a Customer Success Manager with a technology background who can build trusted customer relationships, understand complex technology services and turn great service into meaningful outcomes.

This role goes beyond traditional Service Delivery Management. You’ll take ownership of the customer relationship across service, technology and commercial areas, working as a trusted partner to understand what matters most to the customer and helping them realise long-term value from our services.

You’ll work with operational and executive stakeholders, lead service governance and continuous improvement, help shape the technology roadmap and identify opportunities to improve, transform and grow our customer relationships.

If you have experience in customer success, technology service delivery or programme leadership and enjoy bringing people together to solve problems and deliver better outcomes, we’d love to hear from you.

• Must be based in Northern Ireland, able to travel to our Belfast Office (hybrid)
• With the flexibility to travel to customer and Capita sites as needed

Job title:

Customer Success Manager

Job Description:

What we’re looking for

Essential:

Proven experience in customer success, service delivery or programme leadership within a technology environment

Experience managing customer relationships alongside technology service performance, SLAs, governance and operational delivery

In addition, you will also have:

A good understanding of technology services, such as ITSM, cloud, managed services or enterprise technology

Experience working with senior and executive-level customer stakeholders

Experience managing commercial considerations, risk and continuous improvement

The ability to translate complex technical and business challenges into clear customer outcomes

Strong communication and relationship-building skills

The ability to collaborate and influence across technical, operational and commercial teams

What you’ll be doing

Owning the end-to-end customer relationship across the service lifecycle, acting as a trusted advisor and customer advocate

Leading service governance, service reviews, KPI and SLA performance, escalations and executive-level QBRs

Understanding customer priorities and translating service performance into measurable outcomes and value

Shaping and owning the technology strategy and roadmap for the Driving continuous improvement and identifying opportunities for automation, optimisation and better ways of working

Overseeing incident, problem and change activity and ensuring customers receive clear and accurate information on service performance

Supporting customer onboarding, transitions, migrations and technology transformation programmes

Identifying and managing service, technical and commercial risks

Working with account and commercial teams to support customer retention, renewals and opportunities for growth

Maintaining commercial awareness across cost, margin, revenue, billing and contract performance

Collaborating with Operations, Solutions, Architecture, Finance, Commercial, partners and vendors to deliver joined-up customer outcomes

What success looks like

Success in this role is about more than meeting SLAs. You’ll help customers see and experience the value of the technology services we provide.

You’ll focus on building strong customer relationships, improving satisfaction, supporting retention and renewals, delivering reliable service performance and driving adoption of continuous improvement and technology change.

You’ll also help identify opportunities to strengthen our customer partnerships, deliver transformation successfully and support sustainable account growth.

Living our Values

Customer first, always

You’ll put the customer at the heart of decisions, understanding what success looks like for them and focusing on services and outcomes that create genuine value.

Fearless innovation

You’ll look for better ways of doing things, using technology, automation, insight and new ideas to continuously improve the customer experience.

Achieve together

You’ll bring customers, colleagues, partners and technology teams together, building open and collaborative relationships around shared goals.

Everyone is valued

You’ll create an environment where different perspectives are welcomed, people feel able to contribute and everyone has the opportunity to succeed.

 

Why Capita AiTO?

Join a team delivering Applications, Infrastructure, Technology and Operations services. You will help customers improve performance, realise value from technology investments and achieve their business goals.

 

Join Capita – Where Innovation Meets Opportunity

Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognised organisations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference.     Our work spans diverse sectors—government, healthcare, education, and finance—offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion.

We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you’re ready to make an impact and grow your career, Capita is the place for you.     Check out our website www.capita.com

 

What’s in it for you?

• 💻 Hybrid - Belfast, Hillview House
• 💰 Competitive salary and bonus
• 🌴 23 days’ holiday, rising to 27 (pro rata) – plus the option to buy more after qualifying period
• ❤️ Paid volunteering day with a charity of your choice
• 🍼 Generous family leave policies – including 15 weeks’ fully paid maternity, adoption, and shared parental leave
• 🚴‍♀️ Cycle2Work scheme, pension, life assurance, and more

🤝 Customer first, always​🧑‍💻 Fearless innovation​✅ Achieve together​💙 Everyone is valued

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We are committed to building a workforce that reflects the diversity of the communities we serve. As part of our strategic goals, we are focused on accelerating gender and ethnic representation in leadership roles. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

AI & Fair Recruitment at Capita
At Capita, we use technology, including AI-enabled tools, to help us manage applications consistently and fairly. These tools support our recruitment teams, they do not make hiring decisions. Every application is reviewed by a trained member of our Talent Acquisition team, and all decisions are made by people. If you need any adjustments during the process, we’re here to support you.

How We Use AI in Our Hiring Process
To help us deliver a fair, consistent and efficient recruitment experience, Capita uses AI-assisted technology at some stages of the process. These tools simply help us organise and assess information, they do not replace human judgement. All decisions are made by our recruitment team and hiring managers. If you have any questions or need adjustments, please let us know and we’ll be happy to support you.

Location:

Belfast

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent