Customer Success & Onsite Services Manager

Main Purpose of Position

The Customer Success & Onsite Services Manager is responsible for ensuring customers achieve maximum value from their Audiovisual (AV) technology investments while leading the delivery of onsite managed services across assigned customer accounts.

Acting as the primary post-sales relationship owner, the role is accountable for customer satisfaction, service excellence, contract performance, renewals, and long-term account growth. The role also provides direct line management and leadership to Electrosonic's onsite service teams located within customer environments across the UK.

Working closely with Service Operations, Technical Support, Engineering, Sales, and Finance teams, the Customer Success & Onsite Services Manager drives customer success through proactive service management, data-driven decision making, continuous improvement, and commercial stewardship.

A key aspect of the role is analysing customer AV estate performance data to identify opportunities for system optimisation, lifecycle planning, technology refreshes, and preventative maintenance initiatives that improve uptime, reduce downtime, and maximise return on

Key Responsibilities

Customer Success & Account Management

• Act as a key point of contact for customers.
• Build and maintain strong relationships with customer stakeholders at operational and leadership levels.
• Develop and execute customer success plans aligned to business objectives.
• Conduct regular service reviews and business reviews.
• Track customer satisfaction, service performance, adoption trends, and overall account health.
• Manage customer escalations and ensure timely resolution of issues.
• Drive customer retention, renewals, and growth through upsell and cross-sell opportunities.

Onsite Team Leadership

• Provide line management, leadership, coaching, and development for Electrosonic's onsite service teams across the UK.
• Manage employee performance, objectives, engagement, training, and career development.
• Foster a customer-focused, high-performing culture within distributed teams.
• Ensure appropriate staffing levels, succession planning, and resource utilisation.
• Act as the primary escalation point for operational and personnel matters relating to assigned onsite teams.

Service Delivery

• Monitor service performance and drive continual improvement initiatives.
• Work closely with Service Desk, Technical Support, Resource Management, and Engineering teams to ensure effective support delivery.
• Ensure compliance with health and safety, information security, and company policies.

AV Estate Analytics & Lifecycle Management

• Analyse AV estate performance, utilisation, incident trends, asset health, and warranty information.
• Develop recommendations for upgrades, refreshes, replacements, and optimisation initiatives.
• Create lifecycle roadmaps and data-driven proposals that improve service availability and operational performance.
• Support preventative maintenance strategies that maximise uptime and reduce downtime.

Contract & Commercial Management

• Manage the full lifecycle of service contracts.
• Lead contract renewals, repricing activities, and service enhancement opportunities.
• Monitor contract performance, risks, profitability, and renewal opportunities.
• Support revenue retention and account growth objectives.
• Maintain accurate forecasting and provide regular operational and commercial reporting.

Collaboration & Continuous Improvement

• Collaborate with Sales, Engineering, Service Operations, Finance, and other stakeholders to support customer objectives.
• Support proposal development, pricing strategies, and service improvements.
• Identify opportunities to improve processes, reporting, efficiency, and customer outcomes.
• Contribute to the continued development of Electrosonic's managed services offerings.

Qualifications & Experience

• Minimum 5 years' experience in Customer Success, Service Delivery, Managed Services, Account Management, or related disciplines.
• Experience managing customer-facing technical teams and services.
• Strong understanding of AV technologies, collaboration platforms, and managed service environments.
• Proven experience managing customer relationships, service contracts, renewals, and commercial performance.
• Strong analytical skills with the ability to interpret operational and asset data and translate findings into customer recommendations.
• Excellent communication, stakeholder management, and presentation skills.
• Strong organisational, leadership, and problem-solving abilities.
• Experience using CRM, service management, and reporting platforms.

Desirable

• CTS certification.
• ITIL Foundation or higher.
• PMP, PRINCE2, or equivalent certification.
• Experience within AV Managed Services or Systems Integration environments.
• Knowledge of Microsoft 365 collaboration technologies.

Key Performance Indicators

• Success in this role will be measured through:
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
• Customer retention and contract renewal rates.
• Contract profitability and revenue retention.
• Upsell and cross-sell growth.
• AV estate optimisation and lifecycle planning outcomes.
• Employee engagement, performance, and retention within onsite teams.

Additional Requirements

Willingness to travel for customer meetings, site visits, and team engagement activities.

Compliance with all company information security, health and safety, and operational policies.

A day in the Life

• Inclusive Team Culture

At Electrosonic we embrace our differences. We are committed to furthering our culture of Diversity, Equity and Inclusion. We are an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

• Work/Life Balance

Our team puts a high value on work-life balance, offering a hybrid work environment, dependent of position. We