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 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