Job Introduction
Customer Success Manager
Join a leading utilities company that champions innovation and service excellence. At Last Mile, we take pride in delivering high-quality solutions across the multi-utility sector. Our Sales team is growing, and we're excited to welcome a talented Customer Success Manager to join us.
As a Customer Success Manager, you will take on a nationwide role focused on developing innovative ways to secure future work across local authorities, housing associations and framework agreements. As a key member of the Sales & Design Team, you’ll play a crucial role in driving customer satisfaction, retention and growth within the utilities sector. Acting as the primary relationship owner for key accounts, you will ensure customers receive maximum value from our services and solutions.
Working closely with sales, operations, billing and product teams, you will maintain strong customer relationships, proactively resolve issues and identify commercial opportunities that support long-term revenue growth.
We’re looking for the successful candidate to be based at one of our offices, in Stonehouse (Gloucestershire), London, Warrington or Hamilton (Glasgow).
Your responsibilities as a Customer Success Manager:
- Leadership & Team Management - Oversee and support the Business Development Manager and Sales Coordinator, ensuring high‑quality performance, effective workload management, and ongoing professional development, while maintaining a positive and productive team environment.
- Customer Relationship Ownership - Act as the primary contact for key customers, building strong and trusted long‑term relationships through proactive communication, regular reviews and onsite or virtual meetings.
- Service Delivery & Performance Oversight - Ensure seamless customer onboarding and monitor service performance, SLAs and delivery milestones. Work with internal teams to resolve issues promptly and manage escalations professionally to maintain excellent customer experience.
- Commercial Growth & Strategic Planning - Identify upsell, renewal and cross‑sell opportunities, support contract discussions and pricing updates, and contribute to revenue forecasting and customer growth plans using insights drawn from data and customer feedback.
- Customer Advocacy & Continuous Improvement - Analyse customer data and performance trends to recommend service enhancements. Provide insight to product and operational teams, track customer health indicators and champion customer needs to reduce churn and drive continuous improvement.
Preferred experience
- Proven experience in customer success, account management, or commercial roles within utilities or B2B service environments.
- Strong knowledge of utility operations (energy, water, metering, last mile delivery, infrastructure or related fields).
- Ability to analyse data, understand commercial drivers, and create actionable insights.
- Strong stakeholder management experience across operational, commercial, and technical teams.
Have you got the drive to go to the Last Mile as a Customer Success Manager? Apply now!
We aim to keep candidates informed throughout the process and encourage you to apply promptly as we may close the vacancy early if sufficient applications are received.
About us:
Last Mile is one of the largest last-mile multi-utility businesses in the UK.
We understand construction and we know utilities. We take responsibility for the ‘last mile’ of infrastructure that connects developments to wider distribution networks.
Our strong history in gas and electricity connections, deep knowledge of the industry and secure investor backing means we can provide a comprehensive multi-utility solution that includes clean (ground source) heat networks, electricity, water and wastewater.
Working through our operating companies UKPS (in South of England and Wales), Energetics (in Scotland, North Wales and the North of England) and our asset adoption business Last Mile Asset Management, we offer a ‘one-stop shop’ for new utility connections.
We’re proud to be both a Great Place to Work® certified business and a Living Wage Employer, reflecting our commitment to supporting and valuing our people.
For further enquiries, contact recruitment@lastmile-group.com or visit our website at www.lastmile-group.com
At Last Mile, we are proud to be an equal opportunities employer. We consider all applications solely on the basis of skills and experience and actively encourage candidates from all backgrounds to apply.
