Client Success Manager

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Client Success Manager

Looking for a role where your ideas are heard, your impact is visible, and your work genuinely matters?

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Closing Date: July 31, 2026

Who We Are

Reliance is one of the UK’s leading independent security and safety technology specialists. For 40 years we’ve been trusted by major organisations to protect their people, assets and reputations through the right mix of proven systems, specialist expertise and consistently high service standards.

Fully independent and vendor-agnostic, we combine the capability and footprint of a large national business with the agility, accountability and customer focus you only get from an independent team. We work in demanding, high-stakes environments where governance matters, uptime matters, and getting it right first time matters.

We offer a full suite of services across the lifecycle – from consultancy and design, through installation and project delivery, to service, maintenance, remote support and 24/7 monitoring via our ARC.

Reliance High-Tech delivers integrated physical security and critical infrastructure solutions, while

Reliance Protect provides lone worker, body worn, and personal safety services – giving clients a joined-up approach to safety, security and risk management.

For more information about our business, visit www.reliancehightech.co.uk/ www.relianceprotect.co.uk.

Our Vision & Values

Your Role

The Client Success Manager exists to strengthen client retention, account performance and long-term relationship value by ensuring Reliance’s managed accounts are run with control, consistency and clear follow-through. The role acts as a central point of coordination across the client management lifecycle, making sure client priorities are understood, actions are owned, risks are visible and the right internal teams are engaged at the right time.

This is a commercial client success role, not a traditional sales, service or project management role. It is focused on account governance, client health, day-to-day commercial support, communication, reporting, quote progression, pipeline visibility and ensuring Reliance delivers what has been agreed. The role combines direct ownership of appointed client accounts with responsibility for helping to shape consistent standards across the wider client success function.

By working closely with colleagues across Sales, Service, Projects, Design, Technical Support, Professional Services Technicians, Sales Administration, Finance, the Service Help Desk and senior management, the Client Success Manager helps clients experience Reliance as one joined-up, reliable and well-controlled organisation. The role ensures that commitments are tracked, account activity is visible, performance is reviewed, and client requirements are channelled through the correct internal route to achieve the best outcome.

In doing so, the role directly supports how organisations protect their people, assets and reputations. By creating structure, clarity and confidence across client accounts, the Client Success Manager helps improve service quality, strengthen retention, support renewal readiness and identify opportunities for account development.

Success is defined by well-governed accounts, strong client relationships, accurate CRM and pipeline information, timely quote and variation progression, visible client health, clear reporting, and consistent follow-through on agreed actions. The role is performing well when clients receive clear communication and reliable support, internal teams understand priorities, risks are managed early, and Reliance can evidence strong performance, control and continuous improvement across its managed accounts.

Your Function

Client Success means taking a central role in how Reliance manages, develops and retains its client relationships. The function sits across account governance, client communication, commercial coordination and service performance, helping to ensure clients experience Reliance as joined-up, reliable and easy to work with.

This is a highly collaborative role, working closely with Sales, Service, Projects, Design, Technical Support, Professional Services Technicians, Sales Administration, Finance and senior management. Success depends on bringing the right people together, creating structure around client priorities, and ensuring actions, risks, opportunities and commitments remain visible and properly followed through.

The environment is relationship-led, commercially aware and improvement-focused. It requires someone who can work confidently with clients and internal stakeholders, bring clarity where priorities compete, and help strengthen the standards, routines and ways of working that support long-term client success.

Responsibilities

• Manage appointed client accounts with clear governance, including regular reviews, account plans, stakeholder engagement, risk registers, action logs and agreed reporting.
• Maintain a clear view of client health, using service performance, KPI and SLA data, client feedback, open actions, relationship status and commercial indicators to identify risks and improvement opportunities.
• Coordinate activity across Sales, Service, Projects, Design, Technical Support, Professional Services Technicians, Sales Administration, Finance and other internal teams to ensure client priorities are understood and progressed.
• Maintain visibility of quote requests, variations, renewals, expected orders and day-to-day commercial activity, ensuring client requirements are captured, qualified and progressed through the correct internal route.
• Keep CRM records accurate and current, including account priorities, actions, risks, decisions, quote status, pipeline values, expected order dates and next steps.
• Support timely quote and proposal progression by tracking deadlines, internal owners, client commitments and at-risk items, escalating where required.
• Ensure project-to-service handovers are properly controlled, with support obligations, maintenance impacts, commercial changes and billing or uplift requirements clearly captured.
• Identify repeat issues, preventable demand, rework and avoidable cost to serve, working with colleagues to address root causes and improve client outcomes.
• Help establish consistent standards across client success activity, including account governance, reporting, CRM discipline, action tracking, client health reviews and communication.
• Support colleagues in account handling, client communication, commercial awareness and follow-through, helping to improve consistency and confidence across the client-facing function.

Contacts & Interfaces

• Sales & Marketing
• Business Development Managers
• Bid Coordination
• Sales Administration
• System Design
• Service & Maintenance
• Service Help Desk
• Project Management and Delivery
• Technical Support
• Professional Services Technicians (PST)
• Finance
• Developers and system owners
• Senior Management Team (SMT)
• Client Success
• External stakeholders including end users, procurement teams, operational contacts, consultants, contractors, suppliers and client-side senior stakeholders. External stakeholders including end users, consultants, contractors, suppliers and framework providers.

Your Experience

• Experience in client success, account management, service delivery, account operations or a similar client-facing role within a technical services environment.
• Demonstrable experience managing client relationships and maintaining strong account governance across multiple stakeholders.
• Experience coordinating activity across internal teams to deliver clear client outcomes.
• Experience supporting commercial account activity, including quotes, variations, renewals, pipeline updates and client-led requests.
• Good understanding of service performance, KPIs, SLAs, planned maintenance, reactive service models and client reporting.
• Experience working with high-governance, compliance-led or operationally complex clients.
• Experience using CRM systems, reporting packs, dashboards, action logs, risk registers and account plans to manage performance and improve visibility.
• Experience identifying account risks, managing client expectations and driving actions through to completion.
• Experience supporting or coaching colleagues, improving standards and helping create consistency across a team or function.

Essential

Your Qualifications

• Evidence of successful client-facing account management, client success, service delivery or account operations experience.
• Strong working knowledge of structured account governance, CRM discipline, reporting, action tracking and client communication.
• Good commercial awareness, including scope control, quotes, variations, margin, pipeline visibility and renewal activity.
• Strong understanding of how client service performance, commercial activity and relationship health affect retention.

Desirable

• Bachelor’s degree or equivalent experience.
• Experience within the security, IT, engineering, facilities, infrastructure or systems integration industry.
• Training or qualifications in account management, client success, service management, project coordination, commercial management or leadership.
• Experience developing or improving dashboards, client health reporting, KPI reporting or account performance visibility.

Technical security knowledge or experience working with technical service teams.

Your Key Skills & Competencies

• Strong relationship-building skills, with the ability to develop trust across operational, procurement, technical, commercial and senior stakeholder groups.
• Excellent organisation and coordination skills, with the ability to manage multiple accounts, actions and priorities in parallel.
• Strong written and verbal communication skills, including client-facing reporting, meeting outputs, updates and escalation summaries.
• Confident client presence, with the ability to handle difficult conversations calmly and professionally.
• Strong commercial awareness, including quotes, variations, scope control, margin, pipeline, renewals and client commitments.
• Ability to work across multiple internal teams and drive action without direct line authority. Comfortable coordinating a virtual internal team to resolve issues, progress client requirements and improve account outcomes.
• Able to interpret performance data, client feedback and commercial indicators to identify risks, trends and improvement opportunities.
• Confident using CRM, dashboards, reporting packs and operational performance information. Strong attention to detail, ensuring records, actions, risks, decisions and account information are accurate and current.
• Practical problem-solving skills, with the ability to identify root causes and prevent repeat issues.
• Strong prioritisation and time management.
• PC literacy – PowerPoint, Outlook, Excel, Word and CRM/reporting platforms.

Your Aptitudes & Behaviours

• Demonstrates strong ownership and follow-through, ensuring actions are progressed, commitments are tracked and issues are closed properly.
• Works with structure, discipline and attention to detail, maintaining clear records and reliable account governance.
• Builds trust with clients and colleagues through clear communication, professionalism and accountability.
• Shows commercial judgement, understanding the importance of scope control, timely quoting, accurate pipeline visibility and profitable account development.
• Brings people together across functions, engaging the right colleagues at the right time to achieve joined-up outcomes.
• Remains calm and practical under pressure, especially when dealing with client concerns, competing priorities or complex internal dependencies.
• Uses curiosity and a consultative mindset to understand client needs, challenge assumptions and shape sensible next steps.
• Looks beyond immediate tasks to identify repeat issues, process gaps and opportunities to improve how accounts are managed.
• Balances client advocacy with Reliance’s commercial and operational requirements, ensuring solutions are practical, deliverable and sustainable.
• Supports colleagues positively, helping raise standards, improve consistency and build confidence across the client success function.
• Adapts effectively to change, staying organised, responsive and focused on outcomes while managing multiple stakeholder needs.

Additional Information

• Must hold valid driving license
• UK citizen or valid work permit
• Security clearances will be applied for when onboarding

Your Growth Opportunities

• Exposure to leading security vendors
• Exposure to world-leading clients
• Ongoing solutions training within the sales team
• Opportunity for ongoing professional training
• Progression through internal company mobility

Company Benefits

Working at Reliance means joining an award-winning company that genuinely makes a difference. We combine cutting-edge technology with a team culture built on integrity, agility and trust. You’ll work alongside knowledgeable passionate people who value honesty, collaboration and respect for both customer and colleague.

Your Benefits Include

• Employee healthcare
• Company sick pay
• Bonus & Commission scheme
• Enhanced pension scheme
• Access to 24-hr online GP
• 25 days holiday plus Bank holidays and 1 charity day per year
• Car Allowance
• Employee Recognition program
• Employee referral scheme
• Training & Accreditation opportunities
• Access to Boost works
• Long Service Awards

Our Commitments

Reliance High-Tech is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment. Reliance recruits, employs, trains, compensates and promotes regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected characteristics as required by applicable law.

If you’re looking for a role where your ideas are valued, your impact is visible and your work truly matters, this is where your next chapter begins.

To express an interest in this role please send your CV and a covering letter to ***email_hidden***.

To express an interest in this role please send your CV and a covering letter to ***email_hidden***.

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