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Lead the Future of Customer Success in Sustainability
Are you a dynamic leader ready to shape the way organisations engage with sustainability?
As our Customer Success Manager, you’ll take the reins of our UK customer success function - inspiring a talented team, driving client retention and growth, and ensuring businesses extract maximum value from the Supply Chain Sustainability School.
This is a fantastic opportunity to combine strategic influence with hands-on leadership, representing the school as a trusted partner and thought leader across the built environment sector
The Role at a Glance:
Customer Success Manager
Old Street London office / Hybrid - Office attendance required for onboarding as well as monthly team meetings and client meetings/events as required
£50,000
Plus benefits: 8% employer pension contribution, mental health support, fitness allowance, enhanced maternity/paternity pay, volunteer days, and more…
Product / Service: Sustainability Consultancy; Training & Events
Culture: Close knit, small and agile company, flat hierarchy, direct communication with director and hiring managers alike
Your Skills:Â Customer Success, Customer Support, Client Management, Leadership experience, Excellent influencing and communicating skills.
** Heads-Up - We really value a short intro covering note :-) **
Who we are:
Action Sustainability is a leading consultancy with the aim of inspiring sustainable business.
Our team comprises 60+ full and part time employees and associates. Many of our clients are sector leaders on sustainability and supply chain issues and we are proud of our reputation for leading the thinking in this area.
In summary, we:
•    Run the award-winning Supply Chain Sustainability School, including the industry-leading Fairness, Inclusion & Respect (FIR) programme.
•    Support our clients to use our Sustainability Tool to report their progress on sustainability actions.
•    Led the authoring of the ISO 20400 in sustainable procurement and are now leading global adoption through our social enterprise arm, and our commercial consultancy services.
•    Provide bespoke, specialist business advice, training, and practical tools to leading organisations such as Siemens, the Houses of Parliament, Warwick University, the NHS and British Land.
We are an accredited Living Wage employer, and we are committed to maintaining a respectful and inclusive workplace culture. We welcome applications from all people with relevant skills, knowledge, and experience, including those from diverse backgrounds currently under-represented in sustainability and project management.
The Customer Success Manager Opportunity:
As Customer Success Manager, you’ll be at the heart of driving positive change in the built environment sector by leading and developing our Customer Success function across the UK.
This is more than just a management role - it’s a chance to inspire and grow a talented team, deliver world-class customer experiences, and make sure our clients gain maximum value from the Supply Chain Sustainability School and its innovative reporting tools. You’ll balance hands-on leadership with strategic influence: owning retention and growth targets, shaping best-practice processes, and building trusted, long-term partnerships with some of our most high-value clients.
At the same time, you’ll work closely with senior stakeholders across marketing, sales, delivery, and product, ensuring regional success aligns with wider business goals.
Beyond the UK, you’ll contribute fresh insights, innovations, and trends to the global customer success strategy, while representing the School as a thought leader at major industry events.
Key Responsibilities:
•    Lead, inspire, and elevate a high-performing team of Account Managers and Executives across the UK, driving a culture of excellence and delivering world-class customer service.
•    Design and champion best-in-class account management processes, embedding continuous improvement and innovation within the regional team.
•    Own and deliver the customer success strategy, taking full accountability for retention, growth, and exceptional client outcomes.
•    Nurture and manage a portfolio of high-value, strategic clients, unlocking maximum ROI and building trusted, long-term partnerships.
•    Collaborate at the highest level, partnering with senior stakeholders across marketing, sales, project delivery, and product to align client success with business vision.
•    Harness data for impact by tracking, analysing, and reporting on UK customer success metrics, turning insights into powerful recommendations for the UK Head of School.
•    Shape the bigger picture by contributing UK insights, trends, and innovations to the global customer success strategy.
•    Represent and influence at key industry events and forums, positioning the School as a thought leader and partner of choice.
•    Develop future leaders by coaching, mentoring, and empowering the Customer Success team through personalised training and growth opportunities.
About you:
•    Proven leader in customer success and account management, with a track record of shaping strategy and driving team excellence.
•    Consistently exceed retention and growth targets, delivering measurable impact at scale.
•    Inspiring people manager, building, coaching, and motivating high-performing teams to go above and beyond.
•    Trusted influencer and communicator, engaging confidently with senior stakeholders across all levels, inside and outside the business.
•    Expert process builder, embedding best practice and championing continuous improvement that fuels long-term success.
•    Commercially sharp strategist, balancing client satisfaction with ambitious business objectives.
•    Experienced in managing high-value strategic accounts, shaping senior-level partnerships that unlock maximum ROI.
•    Deep knowledge of the built environment sector and supply chains, with insight into the challenges and opportunities it presents.
•    Awareness of sustainability issues, bringing an added dimension of value to client and business conversations.
Sounds like a good fit? Apply here for a fast-track path to our Leadership Team.
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