Customer Success Manager

Customer Success Manager

Location:

Send, Woking area (office-based)

Salary: £36,000-£46,000 per year

Job Type: Full-time, Permanent, Office-Based

A growing international Managed Service Provider is looking for a proactive and relationship-driven Customer Success Manager to join its team. This role is ideal for someone who enjoys building trusted client relationships and ensuring customers achieve real, measurable value from IT and cloud services.

This is not a technical support or sales role. The focus is on client outcomes, engagement, retention, and long-term success.

• Build strong, long-term relationships with a portfolio of client accounts
• Act as the main non-technical point of contact for service experience and engagement
• Own the client onboarding journey, ensuring a smooth and well-coordinated transition into managed services
• Ensure clients clearly understand their services and how they support business outcomes
• Drive adoption of services, tools, and best practices to maximise client value
• Lead regular service review meetings, clearly demonstrating value, trends, and improvement opportunities
• Translate service metrics and operational data into clear, client-friendly insights
• Work closely with service delivery, technical, and account teams to ensure alignment
• Identify risks, dissatisfaction, or churn indicators early and take proactive action
• Act as the internal voice of the customer, ensuring feedback is heard and acted upon
• Support contract renewals by ensuring clients clearly see the value being delivered
• Contribute to the ongoing improvement of customer success processes, reporting, and playbooks

• Proven experience in Customer Success, Account Management, or Service Relationship Management
• Experience in an MSP, SaaS, or IT services environment is highly desirable
• Excellent communication and stakeholder management skills
• Ability to interpret service data and explain it clearly to non-technical audiences
• Strong organisational skills with the ability to manage multiple client relationships
• Confidence handling challenging conversations in a calm, professional manner

• A genuine client-first mindset focused on long-term outcomes
• Proactive and naturally alert to potential issues before they escal…
• Calm, empathetic, and professional under pressure
• Comfortable working cross-functionally to get things done
• Commercially aware, without being sales-driven
• Takes ownership and follows through on commitments

Regrettably, we are unable to offer Right to Work Sponsorship.

If you do not currently have the Right to Work in the UK or will need additional support to extend your current Right to Work status, your application cannot be considered.