Senior Customer Success Manager

• Take ownership of a portfolio of strategic UK-based managed service clients, driving satisfaction, retention, and growth
• Serve as a trusted advisor, aligning services to client business goals and identifying opportunities for innovation
• Provide leadership and commercial guidance to a team of Customer Success Managers based overseas
• Drive renewals, upsells, and cross-sells, particularly across managed security and cloud services
• Lead client engagement through proactive check-ins, strategic reviews, and relationship development
• Partner with internal technical, new business, and operations teams to ensure seamless delivery
• Monitor account health and client feedback to identify risks and opportunities for expansion
• Support the onboarding of new clients to ensure smooth adoption and integration of services
• Act as an escalation point for client concerns, providing clear communication and swift resolution

• Proven experience in Customer Success, Account Management, or Client Services, ideally within an MSP, IT services, or cloud environment
• Strong commercial acumen, with a track record in renewals, upselling, and cross-selling
• Excellent communication, relationship-building, and stakeholder management skills
• Ability to manage multiple accounts and priorities in a fast-paced environment
• Experience mentoring or coaching customer success professionals, especially across remote or international teams
• Familiarity with CRM or PSA platforms (e.g. HubSpot, Halo)
• Knowledge of cybersecurity, managed services, cloud technologies, and ITIL best practices

ITIL certification or strong working knowledge of ITIL frameworks is a plus

up to £15,000 performance-based bonus