Customer Success Manager (Remote with travel)

Unsung is a UK-based cybersecurity consultancy that focuses exclusively on Public Key Infrastructure (PKI). We provide consultancy, delivery and managed services to government and enterprise clients across the UK and Europe. We work with leading vendors including Keyfactor, DigiCert, Thales and Fortanix to help clients secure their digital identities and infrastructure.

The role

We are looking for an experienced Customer Success Manager to oversee the mobilisation, management and continuous improvement of our customer managed services.

You will make sure services are delivered to agreed contractual, operational and quality standards. You will build strong customer relationships and drive service improvement.

The role does not need deep PKI expertise. It does need strong service management experience, commercial awareness, stakeholder management skills and the ability to work well in secure, complex and highly governed environments.

Delivery quality and customer satisfaction are central to our managed service offering. You will play a key role in giving customers a professional, responsive and well-governed service.

Location: Remote with travel.

Key responsibilities

Service management

• Oversee end-to-end delivery of managed IT services against contracted service levels, timelines and quality standards.
• Support the mobilisation of new managed services and onboarding of new customers, with processes established, documented and embedded from the start.
• Monitor service performance, including SLAs, KPIs, ticket volumes, incident trends, problem records, change activity, risks and customer satisfaction.
• Agree corrective actions with relevant teams and see them through to completion.
• Ensure core service processes are followed: incident, problem, change enablement, request fulfilment, knowledge management, service reporting and continual improvement.
• Keep service documentation, governance artefacts, reporting packs and operational records accurate and current.

Customer relationship management

• Act as a primary service contact for customers, managing expectations and resolving service issues.
• Run regular service reviews covering performance, risks, issues and improvement activity.
• Build strong relationships with customer stakeholders, internal teams, third-party suppliers and commercial partners.
• Work collaboratively with customers while taking a firm, commercially robust position on scope, dependencies and contractual expectations where needed.

Team leadership and coordination

• Lead, coordinate and support service delivery teams to achieve customer outcomes.
• Guide and mentor service delivery staff to maintain high performance and consistent ways of working.
• Coordinate across technical teams, service desk, project teams, commercial stakeholders and suppliers so resources and priorities stay aligned.
• Build a culture of ownership, accountability and continuous improvement.

Service improvement

• Identify ways to improve service quality, efficiency, customer experience and resilience.
• Improve reporting, incident and problem processes, change governance, knowledge management and customer communications.
• Stay informed on trends in IT service management and managed services.
• Contribute to service delivery strategies that align with Unsung's objectives and contracted obligations.

Risk management and compliance

• Deliver services in line with contractual obligations, customer requirements, internal policies and applicable standards.
• Identify and manage risks relating to performance, continuity, security, resourcing and customer or supplier dependencies.
• Prepare and present service reports, risk updates, issue logs and improvement plans to customers and Unsung management.
• Support audit, assurance and governance activity with accurate, well-maintained evidence.

Experience

You should have experience in several of the following:

• IT service delivery management, managed services or service operations in a customer-facing role.
• Managing services in UK Government, public sector, defence, regulated industries or similarly complex environments.
• ITIL or equivalent frameworks, including incident, problem, change, request fulfilment, knowledge, service level management and continual improvement.
• Managing performance against SLAs, KPIs, OLAs or contractual service measures.
• Producing and presenting service reports, dashboards, review packs, risk registers and improvement plans.
• Mobilising or transitioning new managed services, including onboarding, process design, reporting and governance cadence.
• Coordinating technical teams, service desks, project teams and third-party suppliers.
• ITSM tools such as ServiceNow, Jira Service Management, Remedy or HaloITSM (advantageous).
• Strong Microsoft Office skills, especially Word, Excel and PowerPoint.
• Financial and commercial awareness, including budget, contract, scope and cost tracking.

Skills and behaviours

• Confident, structured and customer-focused service leader.
• Excellent communication and relationship-building with customers, senior stakeholders and suppliers.
• Strong leadership: motivates teams, sets clear expectations and supports development.
• Handles difficult conversations professionally, including escalations, scope challenges and commercial tensions.
• Logical, organised and detail-oriented.
• Strong problem-solving and decision-making across multiple teams.
• Proactive and consistent in following up and closing actions.
• Balances customer satisfaction with Unsung's operational and contractual responsibilities.

Qualifications and clearance

Mandatory

• ITIL 4 or ITIL 5 Foundation.
• Security clearance: SC (essential), DV (preferred).

Desirable

• ITIL Practitioner, Managing Professional or equivalent ITSM certification.
• Service management, leadership or management qualifications.

Benefits

• 27 days' holiday plus 8 public holidays (pro rata).
• Up to 5% employer pension contribution.
• 10% annual performance-related bonus.
• Uncapped sales incentives.
• Annual charity donation of your choice.
• Flexible benefits payment.
• Private healthcare.

Interview process

1. Screening
2. Competency-based interview
3. Soft skills interview