About the Role:
Edinburgh is one of the United Kingdoms leading centres for technology, professional services and innovation. At Castillo and Pineyro Advisory Group, we help organisations improve customer adoption, strengthen client relationships and achieve measurable value from their business services and digital platforms.
We are looking for a Customer Success Manager who can manage a portfolio of business clients and guide them throughout the customer journey. You will work closely with customers from onboarding through renewal, helping them understand our services, resolve challenges and achieve their business objectives.
This is a mid level position suited to someone who combines strong relationship management skills with a practical understanding of business services, advisory solutions and digital systems.
Why Work With Us?
The Environment:
Our Edinburgh office provides a professional and collaborative setting where customer success, advisory and project delivery teams work closely together. We encourage open communication, shared ownership and practical problem solving.
Customer Focus:
Customer satisfaction is central to how we operate. You will have the responsibility to identify client needs, coordinate internal resources and recommend improvements that enhance the overall customer experience.
Collaborative Culture:
You will work alongside consultants, analysts, implementation specialists and operational teams. Your customer insights will directly influence service improvements and future client solutions.
Professional Growth:
We support ongoing development through structured training, industry learning opportunities and access to customer success, advisory and business technology events.
Key Responsibilities:
Customer Relationship Management:
Manage an assigned portfolio of business customers and serve as their main point of contact throughout the customer lifecycle.
Client Onboarding:
Coordinate onboarding activities, introduce customers to relevant services and ensure that implementation milestones are clearly communicated and completed.
Customer Adoption:
Help clients understand available services, workflows and support options so they can gain maximum value from the companys advisory solutions.
Account Reviews:
Conduct regular customer meetings to review performance, discuss objectives, identify concerns and agree on clear next steps.
Issue Coordination:
Work with advisory, project delivery and support teams to ensure customer issues are resolved efficiently and professionally.
Retention and Renewals:
Monitor customer satisfaction, identify potential risks and support contract renewal discussions through strong service delivery and relationship management.
Customer Feedback:
Collect and document customer feedback, identify recurring themes and share practical recommendations with internal teams.
Reporting:
Maintain accurate customer records, prepare account updates and report on adoption, satisfaction, retention and service performance.
What We Are Looking For:
Experience:
At least 3 years of experience in customer success, account management, client services or a similar customer focused role within advisory, technology or professional services.
Customer Management Skills:
Confidence managing multiple client accounts, coordinating follow ups and maintaining positive long term business relationships.
Communication:
Strong written and verbal communication skills with the ability to explain services, processes and business information clearly and professionally.
Problem Solving:
A practical and organised approach to identifying customer concerns, coordinating solutions and managing priorities.
Technology Awareness:
Comfort using customer relationship management systems, reporting tools and digital collaboration platforms. Experience with business software or professional services is advantageous.
Organisation:
Ability to manage several customer accounts, meetings, deadlines and action items while maintaining accurate records.
Pay: £35,261.00-£52,250.00 per year
Work Location: In person
