{"id":2653772,"url":"https://alion.io/job/capita-customer-success-manager","title":"Customer Success Manager","company":{"id":11676,"name":"Capita","domain":"capita.com","url":"https://alion.io/company/capita","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":96,"open_postings":25,"ghost_share":0,"stale_share":0.28,"repost_share":0.16,"time_to_fill_p50_days":16,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Belfast, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":62000,"period":"year","method":"role_country_seniority_unknown","sample_n":213},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false}],"status":"live","first_seen_at":"2026-10-15T22:29:20Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-25T01:59:17Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Customer Success ManagerLOCATION - Belfast (Hybrid)\nBUSINESS UNIT - Capita AiTO\nCompetitive salary and bonus\nHelp customers realise greater value from technology services\nYou will have experience in customer success, service delivery, account management, client relationship management, managed services or technology services.\nAbout the role\nWe're looking for two commercially minded customer leaders who can own strategic client relationships, influence delivery across Capita, grow the account and quickly understand the technology environment so our customers achieve maximum value from Capita AiTO services. You'll act as a trusted advisor, working with customers and internal teams to improve service performance, enable continuous improvement, manage risk and support long-term customer success.\nMust be based in Northern Ireland, able to travel to our Belfast Office (hybrid)\n• Full, valid UK driving licence required, with the flexibility to travel to customer and Capita sites as needed\nJob title:\nCustomer Success ManagerJob Description:\nWhat you'll be doing\nManaging customer relationships across the full-service lifecycle.\nLeading service reviews, governance meetings and customer forums.\nMonitoring KPIs, SLAs, customer satisfaction and service performance.\nDriving Continuous Service Improvement (CSI), optimisation and automation.\nSupporting onboarding, service transitions and transformation programmes.\nManaging risks, issues, escalations and compliance requirements.\nOwning operational, commercial, finance and technical teams.\nMonitoring cost-to-deliver performance, identifying opportunities for efficiency and ensuring services are delivered in line with financial, commercial and customer objective\nSupporting customer retention, contract renewals and growth opportunities.\nWhat we're looking for\nYou will have experience in customer success, service delivery, account management, client relationship management, managed services or technology services, together with:\nStrong stakeholder management, communication and influencing skills.\nExperience managing customer relationships in a complex technology environment.\nExperience working with KPIs, SLAs, governance and service reporting.\nKnowledge of ITIL, ITSM, cloud, infrastructure or digital services.\nA track record of driving continuous improvement and customer outcomes.\nCommercial awareness with experience of risk and escalation management.\n\nWhy Capita AiTO?\nJoin 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.\n\nLiving Our Values\nCustomer First, Always\nBuild trusted customer relationships, ensuring services deliver value, positive outcomes and an exceptional customer experience.\nAchieve Together\nWork collaboratively across customer, operational, commercial and technical teams to deliver successful outcomes and long-term partnerships.\nFearless Innovation\nDrive continuous service improvement, challenge existing ways of working and identify opportunities to enhance services through innovation and automation.\nEveryone is Valued\nCreate an inclusive environment where diverse perspectives are welcomed, respected and supported to achieve shared success.\nJoin Capita - Where Innovation Meets Opportunity\nCapita 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.\nWe’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 websitewww.capita.com\nWhat’s in it for you?\n Hybrid - Belfast, Hillview House\n Competitive salary and bonus\n 23 days’ holiday, rising to 27 (pro rata) - plus the option to buy more after qualifying period\n Paid volunteering day with a charity of your choice\n Generous family leave policies - including 15 weeks’ fully paid maternity, adoption, and shared parental leave\n Cycle2Work scheme, pension, life assurance, and more\nCustomer first, always Fearless innovation Achieve together Everyone is valued\nWhat we hope you’ll do next:\nChoose ‘Apply now’ to fill out our short application, so that we can find out more about you.\nWe 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.\nWe’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  and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.\nAI & Fair Recruitment at Capita\nAt 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.\nHow We Use AI in Our Hiring Process\nTo 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. 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