Job Description

Become a change maker and join Node4.

Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us.

So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.

About the role
As a Customer Success Manager (CSM) at Node4, you will be responsible for ensuring the health, satisfaction, and retention of key customers. Acting as a central point of coordination across practices, you will proactively manage customer risk, drive service excellence, and lead cross-functional collaboration to deliver positive customer outcomes.

You will play a critical role in identifying and resolving issues early, championing continuous improvement, and ensuring our most strategic customers receive a consistent, high-quality experience.

Customer Ownership & Performance

• Help support the end-to-end health of Node4 customers, with a focus on retention and growth

• Manage and maintain oversight of the Top 25 customers, ensuring proactive engagement and governance, including SLAs, CSAT and NPS

• Based on SLA, CSAT and NPS feedback, highlight areas requiring intervention

• Along with the rest of the Customer Success Team, support the management of NPS, CSAT and complaints process.

Escalation & Risk Management

• Own and manage the escalation process end-to-end, ensuring timely resolution and accountability

• Facilitate and manage the Escalation Board, ensuring visibility and progress tracking across Node4 practices

• Lead Red Team engagements for critical customer situations, coordinating internal resources to stabilise service

• Identify “at risk” customers early and drive mitigation plans

Customer Insights & Reporting

• Produce meaningful reports on customer health, risks, and trends for monthly board review for top 25 customers and at Risk customers

• Analyse CSAT and NPS feedback to identify improvement opportunities

• Provide clear recommendations for service and process improvements

Cross-Practice Coordination

• Align and support processes across multiple practices to ensure a seamless customer experience

• Work closely with internal stakeholders across Delivery, Sales, and Technical teams

• Highlight gaps in process, ownership, or delivery where additional intervention is required

• Drive consistency in how customer success is measured and managed across Node4

Continuous Improvement

• Champion continuous improvement initiatives based on customer feedback and performance data

• Drive accountability across teams to embed improvements and resolve recurring issues

• Contribute to the evolution of Customer Success practices within Node4

• Use of AI and new tools to improve operational efficiency and customer experience. With a focus on data driven decisions.

What will you bring?

Core Skills

• Excellent communication skills (verbal, written, and face-to-face)

• Strong organisational skills with a structured and methodical approach

• High attention to detail

• Ability to manage time effectively in a fast-paced environment

Professional Attributes

• Strong stakeholder management across diverse internal teams

• Solid understanding of cross-practice solutions within Node4

• Collaborative team player with a proactive mindset

• Positive, “can-do” attitude with resilience under pressure

Experience

• Experience in customer success, service delivery, or account management roles

• Exposure to managed services / IT services environments

• Experience handling escalations and customer risk scenarios

• Familiarity with service metrics (SLA, CSAT, NPS)

What can we offer you?

• Hybrid Working

• Private Medical Insurance or Company Paid Health Cash Plan

• Employee Assistance Program

• 25 days holidays plus your birthday off

• Option to purchase additional holiday (up to 5 days)

• Company Pension Scheme

• Life Assurance x 4

• A diverse workforce

• Employee investment with Node4 training Academy

• Family savings and shopping discounts through the Node4 benefits portal.

• Discounted Gym Membership

• Modern facilities with open and welcoming breakout areas

• Company Social events

• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust.

Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.

TAKE A LOOK AT OUR STORY