Customer Success Manager

Job Title: Customer Success Manager

Reporting to: Customer Success Team Lead

Location: London, UK (Hybrid)

Type: Full-time

Salary and Commissions: £40,000 base salary

Benefits: Pension Contributions, Private Health Care, Flexible Working, and more.

Company Overview

NVOY Technologies is a forward-thinking IT Managed Services Provider (MSP) delivering agile and scalable technology solutions to fast-growing businesses. Our mission is to empower customers with best-in-class IT services, ensuring a seamless, secure, and innovative digital workspace.

We specialise in supporting dynamic companies with 25-200+ employees, helping them scale by managing IT support and infrastructure while enhancing security and operational efficiency. Headquartered in Farringdon London, our team embraces flexible and hybrid working as a core part of our culture and client offering.

Role Overview

We are seeking a driven and customer-focused Customer Success Manager (CSM) to join our growing team. You’ll play a vital role in onboarding new customers, nurturing long-term relationships, and helping our clients scale successfully with the right technology solutions. This is a diverse and rewarding role that sits at the heart of our service delivery, collaborating closely with both technical and sales teams to drive value and satisfaction across your portfolio.

Key responsibilities include:

• Own the onboarding experience for new clients, working closely with sales and technical teams to ensure a smooth handover and successful go-live.
• Manage a portfolio of 20 to 30 customer accounts, developing trusted relationships with key stakeholders and decision-makers.
• Identify business goals and technology gaps across accounts, proactively recommending value-add and solutions upsells to support client growth.
• Expand stakeholder engagement across accounts using CRM, customer satisfaction tools and data insights.
• Collaborate with internal teams to understand customer needs, challenges, and service improvement opportunities.
• Deliver on growth targets by identifying upsell/cross-sell opportunities and contributing to revenue generation.
• Participate in customer engagement activities such as workshops, events, and networking sessions.

What We’re Looking For

The ideal candidate will have the right competencies and characteristics with a high-level of experience, capability, and knowledge. This is a customer-facing role that will be both challenging and rewarding.

Experience, Qualifications & Knowledge

• Degree in business, marketing, or a related field (or equivalent experience).
• 3+ years’ experience in Customer Success, Account Management, or B2B Sales, ideally within IT services or SaaS.
• Strong understanding of the tech ecosystem, cloud platforms, or managed services (MSP) landscape.
• Proven track record of achieving revenue or retention targets.
• Comfortable using cloud tools (e.g., CRM, Microsoft 365, VoIP platforms).
• Experience in hybrid/remote work environments.
• Confident working with senior stakeholders and C-level contacts.
• Technically curious, able to understand IT services and explain them to customers.

Competencies & Characteristics

• Excellent communication, persuasion, and negotiation skills.
• Strategic thinker with a long-term mindset.
• Collaborative team player who thrives in a dynamic environment.
• Natural relationship and rapport builder.
• Driven, ambitious, and results focused.
• Resilient and adaptable under pressure.
• Strong emotional intelligence, able to listen, empathise, and problem-solve effectively.

Location & Travel

Hybrid working between home and our head office in Farringdon, London. Travel costs and expenses outside of normal working requirements will be reimbursed.