Customer Success Manager

Senior Customer Success Manager

Why Join This Opportunity?

• Take ownership of a strategic portfolio of 10 high-value customer accounts.
• Join an established and growing Managed Services provider with a strong reputation for customer delivery.
• Influence customer strategy, retention and growth across a broad technology services portfolio.
• Work closely with senior stakeholders and decision-makers within enterprise organisations.
• Benefit from a rewarding bonus structure and clear progression opportunities.

The Role

We're seeking an experienced Senior Customer Success Manager to manage a portfolio of key customer accounts, ensuring exceptional service delivery, retention and long-term growth.

This is a highly visible role where you will act as a trusted adviser, helping customers maximise the value of their technology investments while identifying opportunities to expand services and strengthen partnerships.

Key Responsibilities

• Manage and develop relationships across a portfolio of 10 strategic accounts.
• Act as the primary escalation point for customer satisfaction and service concerns.
• Conduct regular service reviews and strategic business discussions.
• Drive customer retention, contract renewals and revenue growth.
• Collaborate with technical, delivery and commercial teams to ensure successful outcomes.
• Identify upsell and cross-sell opportunities across managed services and professional services.
• Monitor account performance against agreed KPIs and service commitments.
• Create account plans that align customer objectives with business growth opportunities.

What We're Looking For?

Essential

• Proven experience in a Customer Success, Account Management or Service Delivery role.
• Strong MSP or technology services background.
• Experience managing complex customer relationships.
• Commercially focused with a track record of retention and account growth.
• Excellent stakeholder management and communication skills.

Advantageous

• Experience working with enterprise or mid-market customers.
• Understanding of cloud, infrastructure, cyber security or managed services.
• Experience presenting to senior business stakeholders.

If you're passionate about delivering outstanding customer experiences and building long-term strategic relationships, we'd love to hear from you. Apply today for a confidential conversation.