Open roleExternal
Customer Success Manager
- london, england, United Kingdom
- Permanent·Hybrid
- Full time
- £50 - £75 Per Hour
Job Description
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 valueBuild 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