Customer Success Manager

Customer Success Manager

Industry: IT Managed Services / Tech

Location:
London, UK (Hybrid)

Salary: up to £50,000 + commission (OTE £75,000)

We're partnering exclusively with a fast-scaling IT Managed Services Provider that grew 40% last year and recently expanded into Data Platform and AI, including certification as a Claude implementation partner.

They're a tight-knit team headquartered in London, and they're now hiring a Senior Customer Success Manager to own some of their most important client relationships. If you thrive at the intersection of technology, commercial strategy, and genuine client partnership, this one's worth a look.

The role

• Own and grow a portfolio of 20 to 30 key accounts, serving as the trusted point of contact across IT, Security, Data, and AI services
• Lead onboarding experiences that set clients up for long-term success from day one
• Spot and convert upsell and cross-sell opportunities — you'll be expected to contribute directly to revenue growth
• Deliver regular service reviews and strategic account plans that demonstrate real value
• Build relationships at senior and C-level, becoming a genuine advisor rather than just an account manager
• Use Halo CRM and data insights to stay ahead of client needs and flag risks early
• Act as an escalation point when things get complex, resolving issues with speed and calm
• Collaborate closely with Sales and Technical teams to continuously improve the client experience

Skills needed

• 5+ years in Customer Success, Account Management, or B2B Sales, ideally within MSP, cloud, or tech environments
• A proven track record hitting retention, growth, or revenue targets
• Confidence engaging with senior stakeholders and comfortable in commercial conversations
• Strong working knowledge of CRM tools and Microsoft 365
• Excellent communication and presentation skills. You can make complex things clear
• A growth mindset: you're coachable, resilient under pressure, and always looking to improve

Benefits

• Up to £50k base (up to £75k OTE)
• Private health care
• Hybrid working
• Pension contributions
• Flexible working

Research indicates that men will apply to a role when they only meet 50-60% of the descriptions, however, when looking at women and other minority groups, they can look for up to a 99% match in order to apply to a role. If you feel you are a fit for our role, please still apply, don’t worry if you don’t tick every single box.

We’d still love to hear from you. We encourage underrepresented talent to apply to all our roles & support accessibility needs