Customer Success Manager

Job Title: Senior Customer Success Manager – MSP Sector Location : Central London (3 days a week in-office) Salary : Up to £70,000 basic Bonus Working Pattern : Hybrid (3 days on-site) Sector : Managed Services / IT Services Why Join Us? Join a fast-growing and forward-thinking MSP that empowers clients through tailored IT and cyber security services. Here, your expertise won’t just support customers—it will shape the future of client relationships and team success. We offer: Leadership with Impact – Guide a remote Customer Success team while managing your own high-value accounts. Strategic Autonomy – Own key client portfolios and take a lead in developing long-term customer growth strategies. Growth-Driven Culture – Thrive in a business focused on innovation, customer excellence, and continuous development. Hybrid Flexibility – Enjoy a London-based role with the benefit of hybrid working. Meaningful Work – Play a crucial role in retention, expansion, and the growth of managed and cyber security services. Key Role Responsibilities Manage and grow a portfolio of strategic UK-based managed service clients. Lead and mentor Customer Success Managers located in South Africa. Drive client satisfaction, engagement, and retention through proactive support and strategic planning. Identify and close opportunities for upselling and cross-selling, particularly in the security services space. Act as the main escalation point for complex account issues. Collaborate with technical, new business, and strategy teams for seamless service delivery. Onboard new clients and ensure smooth transitions and long-term success. Maintain accurate CRM records and monitor account health metrics. Key Attributes Required You must be currently working at an MSP or IT Services Provider. Please do not apply if you don’t meet this requirement. Demonstrable experience in a senior customer success or account management role. Strong commercial acumen and proven ability to manage renewals, upsells, and cross-sells. Excellent communication and relationship management skills. Experience mentoring or coaching other account managers—ideally in remote or offshore settings. Sound knowledge of managed services, cybersecurity, and IT infrastructure. Hands-on experience with CRM and PSA tools (e.g., HubSpot, Halo).

Location: City of London, London, GB

Posted Date: 10/31/2025