At a Glance
- Tasks: Become a trusted tech partner, helping clients improve their IT strategies and decisions.
- Company: Join Academia, a rapidly expanding tech company with a focus on innovation and customer success.
- Benefits: Enjoy gym contributions, health plans, extra leave, and a complimentary birthday day off.
- Other info: Be part of a supportive team that values your ideas and fosters career growth.
- Why this job: Make a real impact by transforming how organisations use technology for their missions.
- Qualifications: Experience in customer success or IT service management is essential.
The predicted salary is between 49500 - 60500 £ per year.
This is a high-impact role within Managed IT Services for someone who wants to genuinely make a difference at the customers they work with. As a Senior Customer Success Manager (CSM), you will become a trusted technology partner to a focused portfolio of our clients, helping them make better decisions, build stronger IT strategies and create technology roadmaps that genuinely improve how their organisations work, using our best-in-class IT Managed Services.
Our CSMs play a uniquely influential and high-profile role. You will act as a critical friend, sitting at the centre of customer relationships providing service insight, strategic planning and working closely with senior leaders to turn IT from a cost into an enabler for our clients’ missions. You will join a thriving CSM team and use our proven frameworks to help clients understand where they are today, where they need to get to, and what practical steps will move them forward. That means identifying risks before they become problems, spotting opportunities for improvement and translating technical insight into clear, confident recommendations that senior stakeholders can act on.
We deliberately cap the number of accounts each CSM owns so you have the time and space to build deep relationships and deliver meaningful value. This is a fantastic opportunity for someone who enjoys building meaningful, long-term relationships and wants to see the direct impact of their work. You will help charities, education providers, public sector bodies and businesses get more from technology, while developing your own strategic, commercial, analytical and presentation skills in a team that values curiosity, ownership and customer advocacy.
Why is this role exciting? This is not a traditional account management role. It is an opportunity to become a genuine strategic partner to customers who rely on technology to deliver important work every day. You will have the scope to influence IT decisions, shape long-term roadmaps and help organisations become more secure, productive and confident in the way they use technology.
You will work directly with senior stakeholders, helping them understand their IT landscape and make confident, informed decisions. You will use our IT Health Scorecard, QBR and Roadmap & Strategy frameworks to turn service insight into clear, practical recommendations that customers can act on. You will own a focused portfolio rather than being spread too thin, giving you the time to build proper relationships and deliver meaningful, measurable value.
You will work across a varied customer base, including charities, education providers, public sector organisations and businesses where technology has a direct impact on people, productivity and mission delivery. You will be joining a high performing Customer Success function where your ideas, feedback and customer insight can help shape how we develop the service in the future.
For the right person, this is a role with real visibility, profile and purpose: a chance to combine relationship-building, commercial awareness and technology leadership in a team that is ambitious about the value great Customer Success can deliver.
Amongst other tasks, you will be responsible for:
- Owning a focused portfolio of customer relationships, becoming their trusted strategic point of contact for IT services, strategy and technology improvement conversations.
- Plan, deliver and document high-quality Quarterly Business Reviews that customers genuinely value, built around IT Health Scorecards, service insight and practical roadmap recommendations.
- Guide customers through our IT Health Scorecard, Roadmap & Strategy frameworks, connecting technology decisions to their organisational goals, pressures and ambitions.
- Proactively identify risks, service trends, lifecycle needs and improvement opportunities before they become urgent customer issues.
- Identify whitespace for growth, optimisation and efficiency opportunities that are relevant, timely and genuinely useful to the customer.
- Translate customer needs and service data into clear, value-led recommendations for services, projects and continual improvement activities.
- Maintain customer retention and renewals by demonstrating value, building confidence and creating a clear view of future priorities.
- Act as the internal customer advocate, bringing together Service Desk, Projects, Security, Pre-Sales and commercial teams to deliver joined-up outcomes.
For a Senior Customer Success Account Manager, this creates a brilliant environment to grow. You will be surrounded by technical specialists, service experts, commercial teams and strategic consultants, giving you the support and capability to solve real customer challenges and develop credible, outcome-focused recommendations.
Key Skills:
- Previous experience within a Managed Service Provider (MSP) environment, with a clear understanding of IT service delivery, SLAs, and escalation models.
- Proven experience in a Customer Success, Service Account Management, or Virtual IT Director / Virtual CTO-style role within IT or technology services.
- Strong understanding of IT service management concepts, including incident, problem, change, and service performance reporting.
- Experience leading Quarterly Business Reviews (QBRs) and structured client service reviews.
- Ability to understand, interpret, and present IT health, risk, and performance data to non-technical stakeholders.
- Experience leading IT roadmaps, lifecycle planning, and technology improvement planning.
- Full working knowledge of core IT domains, such as: Microsoft 365 and cloud services, end-user devices and identity management, networking and connectivity, cyber security fundamentals (e.g. backup, patching, MFA, endpoint protection).
- Experience collaborating with Service Desk, Projects, Security, and Pre-Sales teams to drive customer outcomes.
- Strong relationship-building skills, with the ability to build trust and credibility at both operational and senior stakeholder levels.
- Highly organised, with strong documentation and data discipline (CRM, customer records, QBR outputs).
At Academia, we are redefining the landscape of IT services across education, business, public sector and nonprofit sectors. As an innovative and rapidly expanding technology company, we’re not just a supplier we’re a trusted partner to thousands of clients nationwide. With over 20 years of expertise, double-digit growth, a team of over 270+ professionals and revenues exceeding £150 million in FY26, we’ve earned a reputation as a top-tier IT solutions provider.
Our dedication has been recognised with prestigious industry accolades, including the coveted CRN Reseller of the Year award. Our ethos is simple: by delivering outstanding technology and ensuring it works seamlessly, we empower our clients to maximise their tech investments. Their IT success is our business. We foster a culture rooted in our people, teamwork, innovation, integrity, ambition and a commitment to exceptional customer service.
If you want to join a business where Customer Success is genuinely strategic, where your work helps organisations get more from technology, and where your ideas can help shape a growing managed services division, we would love to hear from you.
Senior Customer Success Manager in Hemel Hempstead employer: Academia Group
Academia is an exceptional employer, offering a dynamic work environment where innovation and technical expertise thrive. With a strong focus on employee growth, we provide access to the UK's largest pool of Jamf certified engineers for support and consultancy, ensuring that our team members are always learning and developing their skills. Our comprehensive benefits package, including gym membership contributions and increased annual leave with service length, reflects our commitment to employee well-being and work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager in Hemel Hempstead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Academia Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Academia Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager in Hemel Hempstead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Academia Group:Your cover letter is your chance to shine! Tell us why you want to work at Academia Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Academia Group!
How to prepare for a job interview at Academia Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
