Client Success Manager

Location: London – Hybrid (3 days in office)
Job Type: Permanent, Full-Time
Working Hours: Monday–Friday, 8:30am–5:30pm

Our client is a growing London-based Managed IT Services Provider (MSP), specialising in IT solutions and support for businesses within the creative sector. Supporting over 70 clients across the UK and internationally, they provide managed IT services, cloud solutions, infrastructure support and technology consultancy.

Due to continued growth, they are looking for a motivated and commercially minded Client Success Manager to join their team.

As a Client Success Manager, you will manage relationships with an existing portfolio of clients, ensuring high levels of customer satisfaction, supporting client retention and identifying opportunities for account growth.

Working closely with technical delivery teams and senior management, you will support contract renewals, client reviews, service delivery and commercial opportunities.

This is an excellent opportunity for someone with experience in customer success or account management within the IT sector looking to develop their career within a growing MSP.

• Build and maintain strong relationships with existing clients, acting as a key point of contact.
• Monitor client satisfaction, account health and service performance.
• Identify potential retention risks and work with internal teams to resolve issues.
• Support contract renewals and maintain accurate client records.
• Assist with preparing and delivering client business reviews.
• Identify upselling and cross-selling opportunities across managed IT services, cloud solutions and infrastructure.
• Support the preparation of quotations, proposals and commercial recommendations.
• Work closely with technical engineers and service delivery teams to ensure client requirements are met.
• Maintain accurate CRM records, account plans and commercial activity.
• Contribute to client retention, account growth and customer satisfaction targets.

• Ideally 1–3 years’ experience in Customer Success, Account Management, Client Services or a similar B2B role.
• Experience with in an MSP, IT services provider, SaaS or technology business would be advantageous.
• Strong communication, relationship-building and stakeholder management skills.
• Commercial awareness with an interest in account growth, upselling and cross-selling.
• Excellent organisational skills and ability to manage multiple client relationships.
• Experience using CRM systems and maintaining client records.
• Proactive, customer-focused approach with strong problem-solving abilities.
• Ability to collaborate with technical and commercial teams.

• Understanding of managed IT services, Microsoft 365, cloud solutions or IT infrastructure.
• Experience with contract renewals, client reviews or service delivery.
• Exposure to SME or mid-market clients.
• Knowledge of SLAs and IT support environments.

• Hybrid working – 3 days in the London office.
• 22 days’ annual leave, increasing to 25 days.
• 5% pension contribution.
• Professional development budget.
• Discretionary bonus.
• Career progression opportunities within a growing MSP.