Client Services Manager

Client Success Lead/Client Services Manager

Location: London, Hybrid

Salary: Up to £65,000 DOE + Bonus

We are working with a growing IT services business that is looking to appoint a Client Success Lead/Client Services Manager to take ownership of a strategically important portfolio of existing customers.

This is a relationship-led role with a strong commercial element, suited to someone who enjoys working closely with customers, understanding their wider business challenges and identifying where additional technology or services can create value.

You will take responsibility for a portfolio of approximately 15 customers across sectors including housing, property, finance and media. These are established, strategic relationships where customers value a highly engaged and consultative service.

The emphasis is not simply on renewals or account administration. The business wants someone who will spend time with customers, build strong relationships with senior stakeholders and develop a genuine understanding of their priorities, challenges and future plans.

From there, you will work with internal technical and consulting teams to identify opportunities across areas including cloud, cyber security, AI, professional services and broader technology consulting.

The Role:

You will be responsible for developing and retaining a portfolio of existing customers while identifying opportunities to expand those relationships.

This will include:

• Taking ownership of approximately 15 strategic customer accounts
• Building strong relationships with senior decision makers and key stakeholders
• Spending time face-to-face with customers and becoming a trusted point of contact
• Understanding customers' business priorities, challenges and technology requirements
• Identifying opportunities for additional services and solutions
• Working closely with technical, consulting and professional services teams
• Supporting the development of proposals and customer solutions
• Driving customer retention, satisfaction and long-term account growth
• Helping improve the overall client services approach as the business continues to scale

The Opportunity:

The business has approximately 70 employees across two countries and combines the feel of a smaller, agile organisation with an established customer base and broad technical capability.

Their services already span cloud, AI, cyber security, consulting and professional services, giving this person a significant amount of scope when developing customer relationships.

There is also genuine long-term progression attached to the position.

As the business grows, there is an opportunity for the successful individual to take greater responsibility for the client services function and potentially help shape and lead the team in the future.

What We Are Looking For:

The business is relatively open on level and is more interested in finding the right type of individual than hiring against an overly rigid specification.

You could be someone with 3 to 4 years' experience who has developed a strong grounding in account management, customer success or client services and is now looking for more ownership and exposure to larger, more strategic customer relationships.

Alternatively, you could bring considerably more experience and be looking to move away from a large corporate environment into a smaller provider where you can have greater influence, visibility and long-term progression.

You are likely to have:

• Experience within an MSP, IT services provider, technology consultancy or similar environment
• A strong background in account management, customer success or client services
• Experience managing existing customer relationships
• Confidence engaging with senior stakeholders and decision makers
• An understanding of technology services such as cloud, cyber security, professional services or managed IT
• The willingness to regularly meet customers face-to-face

This would particularly suit someone who enjoys the relationship side of account management but also wants the opportunity to genuinely influence customer strategy, identify new opportunities and play a bigger role within a growing business.