Senior Client Success Manager

Senior Client Success Manager

Location: London - Hybrid (3 days onsite)
Salary: £60K-£65K DOE + Quarterly Commission
Job Type: Full Time | Permanent

About the Company

An established and growing Managed IT Services Provider specialising in delivering tailored technology solutions to businesses within the creative sector, including architecture practices, media studios and creative agencies.

With over 70 clients and a strong reputation for delivering specialist IT services, the business is looking for an experienced Senior Client Success Manager to take ownership of an established client portfolio, strengthen relationships and drive sustainable account growth.

The Role

As a Senior Client Success Manager, you will manage a portfolio of approximately 25-30 existing client accounts, taking responsibility for client satisfaction, retention, profitability and commercial growth.

This is a relationship-driven, commercially focused position combining strategic account management, client success and business development within existing accounts.

Key Responsibilities

• Manage and develop relationships across a portfolio of 25-30 existing clients.
• Proactively monitor client satisfaction, account health and potential retention risks.
• Maintain a client retention rate of 95% or above.
• Conduct Quarterly Business Reviews (QBRs), presenting performance updates, technology recommendations and strategic roadmaps.
• Identify upselling and cross-selling opportunities across managed IT services, cloud solutions, infrastructure and professional services.
• Manage contract renewals, commercial agreements and client account plans.
• Monitor account profitability, gross margins, pricing and service delivery costs.
• Develop commercial proposals, negotiate agreements and manage opportunities through to completion.
• Work closely with technical delivery, operations and sales teams to ensure excellent client service.
• Maintain accurate CRM records, account forecasts and commercial reporting.
• Identify opportunities to improve client success processes and overall operational efficiency.

Essential Skills & Experience

• Minimum 5 years' experience in Client Success, Account Management or Service Delivery within B2B technology or managed services.
• Strong understanding of Managed IT Services, IT infrastructure, cloud technologies or outsourced IT support.
• Proven experience managing and retaining an existing portfolio of business clients.
• Demonstrable success identifying and closing upselling and cross-selling opportunities.
• Commercial awareness, including gross profit, account profitability, pricing and contract management.
• Experience conducting client reviews, managing senior stakeholders and presenting strategic recommendations.
• Strong organisational skills with experience managing multiple client accounts simultaneously.
• Confident communicator with a consultative, relationship-focused approach.
• Ability to work independently while collaborating effectively with technical and operational teams.

Benefits

• Competitive salary dependent on experience.
• Quarterly commission based on net new gross profit generated.
• Hybrid working - 3 days per week in the London office.
• 22 days' annual leave, increasing to 25 days over three years.
• 5% pension contribution.
• Professional development budget.
• Discretionary bonus.
• Opportunity to manage an established portfolio within a growing specialist MSP.

The Ideal Candidate

The ideal candidate will come from an MSP, IT Services or B2B Technology Account Management background, with a proven ability to build long-term client relationships while identifying commercial growth opportunities.

You'll be equally comfortable discussing technical solutions with clients, managing commercial negotiations and collaborating with delivery teams to ensure accounts remain healthy, profitable and growing.