Customer Success Manager
- Do you enjoy owning customer relationships and being the person they call first?
- Are you commercially driven and good at spotting growth opportunities early?
- Do you like working across delivery, support and sales to keep customers moving forward?
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The role
We’re looking for a Customer Success Manager to lead a portfolio of existing customer accounts, driving retention, growth and long-term success.
You’ll be the trusted point of contact for your accounts, guiding commercial conversations, shaping account plans and partnering with delivery and support teams to turn customer goals into real progress. You’ll manage pipeline and forecasting across your portfolio, keep internal systems up to date and work alongside a sharp, high-energy team that moves quickly, stays accountable and keeps things enjoyable without losing the commercial focus.
What you’ll do
- Account management – manage a portfolio of existing customers and act as the lead point of contact across the relationship
- Customer growth – identify opportunities within accounts and develop initiatives that support retention and expansion
- Commercial ownership – negotiate renewals, contracts and agreements that work for the customer and Annexa
- Stakeholder relationships – build trusted relationships with key customer stakeholders and executive sponsors
- Forecasting and reporting – maintain an active sales forecast and communicate progress on open opportunities internally
- Internal coordination – act as the connector between teams so delivery, support and account priorities stay clear and issues get resolved fast
- Account hygiene – keep customer records up to date across Annexa systems and reporting
- Escalations – lead challenging customer requests or issue escalations when needed and drive them through to resolution
What you’ll bring
This role suits someone who can build trust quickly, lead commercial conversations and keep a portfolio organised, visible and growing.
- 5+ years’ experience in account management within the IT services industry
- Strong commercial instincts across renewals, forecasting and account growth
- Confidence leading customer conversations and negotiating agreements
- Ability to build trusted relationships with stakeholders from day-to-day contacts through to executives
- Strong internal coordination skills and ability to work across delivery, support and sales teams
- A proactive approach to managing risk, expectations and customer satisfaction
- ERP experience is highly regarded
- Bachelor’s degree in Business, IT, Management or a related discipline (preferred)
- If you enjoy working across customers and internal teams to deliver outcomes and grow accounts, we’d love to hear from you.
About Annexa
Annexa helps mid-market and enterprise organisations modernise finance, operations and systems. Our work sits at the intersection of technology, process and people, and our deals are complex, considered and relationship-led.
Internally, we value curiosity, innovative thinking and collaboration over hierarchy. People are trusted to take ownership, test ideas and learn quickly, with strong support from experienced teammates. If you enjoy working with industry leaders who care about doing things properly and improving how they work over time, you’ll feel at home here.
Why work at Annexa
- Competitive salary with clear recognition for commercial impact
- Flexible hybrid working with trust and autonomy
- Own a portfolio of well-known brands across diverse industries as you build long-term partnerships
- Strong development support across account strategy, stakeholder management and the NetSuite ecosystem
- A collaborative team culture where people share context, back each other and get things done
- Regular team catch-ups and national events that keep the wider business connected