Senior Customer Success Manager

Senior Customer Success Manager Remote/Hybrid Join Tracsis and Help Shape the Future of Customer Success At Tracsis, we're passionate about helping our customers achieve meaningful outcomes through innovative technology and services. As we continue to grow, we're looking for a Senior Customer Success Manager to play a pivotal role in strengthening our most strategic customer relationships and embedding Customer Success principles across the business. This is a high-impact role where you'll work closely with customers and colleagues across Product, Support, Service Delivery, Sales, Renewals and Leadership teams to maximise customer value, mitigate risks and identify opportunities for growth. If you enjoy building trusted partnerships, influencing across teams and driving positive customer outcomes, we'd love to hear from you. The Role As Senior Customer Success Manager, you'll be responsible for a portfolio of Tracsis' most strategic, high-value and business-critical customer relationships. You'll act as the bridge between customer needs and internal delivery, ensuring valuable insights are translated into meaningful action that supports customer success, retention and long-term partnership. What You'll Be Doing Strategic Customer Management Managing a portfolio of strategic and high-value customer accounts. Building trusted relationships with operational and senior customer stakeholders. Developing and maintaining Customer Success Plans for priority accounts. Defining customer outcomes, success measures and value indicators. Monitoring stakeholder engagement, customer sentiment and relationship health. Leading customer review meetings and strategic account planning sessions. Building executive-level relationships that strengthen partnerships and support long-term customer success. Customer Health & Risk Management Maintaining customer health visibility across all assigned accounts. Identifying risks early using customer feedback, stakeholder engagement, support trends, delivery progress and qualitative signals. Maintaining customer risk registers and mitigation plans. Leading customer recovery activities where risk materialises. Escalating emerging risks through agreed governance routes. Customer Value & Growth Ensuring customer value is clearly understood, measured and communicated. Identifying opportunities for account growth and collaborate with Account Managers where appropriate. Contributing to strategic account planning activities. Supporting customer retention, growth and advocacy through proactive engagement. Helping develop customer advocates, reference accounts and strategic partnerships. Working collaboratively with Marketing, Product and Commercial teams to showcase customer success and industry best practice. Cross-Functional Leadership Coordinating activity across Product, Support, Service Delivery, Renewals and Account Management teams. Ensuring customer insights are translated into meaningful business actions. Driving accountability for customer commitments and agreed actions. Championing the voice of the customer across the organisation. Strategic Market Insight Sharing customer and market insights, including developments within the rail industry and wider transport sector. Contributing to Tracsis' customer strategy through intelligence gathered from strategic accounts. Essential Experience Managing strategic customer relationships. Identifying, assessing and managing customer risk. Developing customer success, account or service improvement plans. Working across multiple business functions and stakeholder groups. Excellent written, verbal and presentation skills. Experience within complex B2B or B2B2X software, technology or service environments. Desirable Experience within rail, transport or other regulated industries. Working in SaaS or product-led businesses. Experience supporting complex customer contracts and long-term strategic partnerships. What We're Looking For We're interested in people who can bring a combination of customer focus, service management expertise, and a collaborative mindset. If you don't meet every requirement but believe you'd be a great fit, we encourage you to apply. Skills & Behaviours Excellent communication and relationship-building skills. Ability to manage multiple priorities and remain calm under pressure. Strong analytical and problem-solving capabilities. Confidence working with data to identify trends and opportunities for improvement. Customer-focused approach, with a commitment to delivering high-quality outcomes. Collaborative mindset and ability to work effectively across teams. Why Join Us? This is an exciting opportunity to join a growing organisation where your ideas, expertise, and contributions will make a real difference. You'll work alongside talented colleagues across technology, product, and commercial teams, helping shape the services that support our customers' success. We're committed to creating an inclusive workplace where everyone can thrive, develop their career, and bring their whole self to work. Our Values Everything we do is guided by our values: Progression– continuously learning, improving, and moving forward. Integrity– doing the right thing and acting with honesty and accountability. Collaboration– working together to achieve shared success. Ownership– taking responsibility and delivering on commitments. Our Benefits Flexible working hours Remote working options 25 days holiday + bank holidays Competitive salary Udemy Licence- L&D opportunities Bupa Medical Health care Life assurance - 3x basic salary Enhanced Parental Leave 2 volunteering days per year Tusker Car Scheme Cycle to work Scheme Next Steps Our TA team are committed to responding to all candidates within a reasonable timeframe. The process: Call with our Talent Acquisition Team 1 hour Competency based interview, including presentation Next Steps Our process is designed for us to understand your skills and experience and to give you the opportunity to find out more about the role, as well as the company. We are committed to building a diverse workforce. Even if you do not tick all the boxes, we would still love to hear from you! If you require any adjustments or additional support during the application and interview process do not hesitate to get in touch.