Senior Customer Relationship Manager

Senior Customer Relationship Manager
Location: Malvern
Salary: up to circa £45,000, depending on experience

If you are an experienced client relationship professional with a strong track record of working with senior stakeholders at a strategic level, this would be a fantastic opportunity to join a thriving and growing organisation and being the key support to the Head of Service Delivery. Our client is seeking a dynamic Senior Customer Relationship Manager to become the face of the organisation, responsible for building and nurturing long-term partnerships with high-profile clients.

This is a high-impact, client-facing role where you will lead service reviews, drive customer engagement, and help shape the strategic direction of the service delivery. You'll be a key liaison between internal teams and enterprise customers-ensuring expectations are exceeded and long-term value is delivered.

Some key duties and responsibilities will include (but not be limited to):

• Take ownership of strategic client relationships, acting as a trusted advisor and main point of contact for key accounts.
• Lead regular client-facing meetings and service reviews, ensuring service delivery meets and exceeds agreed standards.
• Collaborate with internal teams to deliver tailored, high-impact solutions that address client-specific challenges and business goals.
• Monitor and report on service performance using both qualitative and quantitative metrics to demonstrate value and identify areas for improvement.
• Identify opportunities for growth within existing accounts and help shape long-term customer success strategies.
• Mentor and support a small team of Customer Success Managers, fostering a culture of continuous improvement and high performance.

Skills and experience required:

• Proven experience managing senior-level stakeholder relationships in a B2B environment, ideally within a service-led business.
• Confident communicator with excellent interpersonal and presentation skills.
• Strategic thinker with the ability to understand client needs and translate them into actionable solutions.
• Strong analytical mindset with a focus on customer outcomes and service quality.
• Experience leading or mentoring teams is highly desirable.

This is a unique opportunity to join a fast-growing, values-driven organisation at a pivotal time in its development. If you're passionate about customer success, building strategic partnerships, and making a meaningful impact-this role could be your next step.