At a Glance
- Tasks: Manage client relationships and ensure their success with our tech services.
- Company: Fast-growing London tech business with a focus on client success.
- Benefits: Hybrid working, competitive commission, and direct access to leadership.
- Other info: Opportunity for growth and learning in a supportive environment.
- Why this job: Own your portfolio and make a real impact on client relationships.
- Qualifications: 3+ years in Client Success or Account Management in B2B tech.
The predicted salary is between 42750 - 52250 £ per year.
Location: Central London
Working pattern: Hybrid – minimum three days per week in the office
Commission: Quarterly, based on net-new gross profit
Most Client Success roles fall into one of two camps: glorified service coordination or relentless upselling. This one is different. We’re working with a fast-growing London technology business looking for someone to take ownership of an established portfolio of 25–30 clients; protecting the relationships, keeping them commercially healthy and growing them when there is a genuine reason to do so.
You’ll have a strong delivery operation behind you, direct access to senior leadership and the freedom to make sensible commercial decisions without fighting through endless layers of approval. This is an opportunity for someone who understands that great account management isn’t about selling the next available product. It’s about knowing your clients properly, spotting risks before they become problems and building profitable relationships that continue to grow over time.
The Opportunity
As Senior Client Success Manager, you’ll own your portfolio from contract signature through the entire customer lifecycle. Your responsibilities will span five closely connected areas:
- Client health
- Profitability
- Contract compliance
- Retention
- Account growth
You’ll act as the commercial and strategic owner of each relationship, understanding what the client needs, how effectively the service is performing and where both risk and opportunity are developing.
What We’re Looking For
You’ll need at least three years’ experience within Client Success, Account Management or Service Delivery in a B2B technology or managed services environment. More importantly, you’ll understand how to balance customer relationships with commercial responsibility. You should be:
- Experienced in managing a portfolio of mid-market B2B customers.
- Confident identifying and managing retention risks.
- Commercially aware, with an understanding of gross profit, margins and unit economics.
- Comfortable discussing pricing, scope and profitability with internal and external stakeholders.
- Experienced in leading QBRs and presenting strategic recommendations.
- Able to articulate the business value and ROI of technology investments.
- Consultative in your approach—you listen, diagnose and recommend rather than simply pitch.
- Organised and disciplined across CRM activity, account plans, contracts and forecasting.
- Comfortable owning expansion opportunities and negotiating commercial agreements.
- Able to work collaboratively with technical delivery, operations and sales teams.
- Proactive enough to identify problems before they become urgent.
- Resilient, accountable and willing to learn from both wins and setbacks.
You may currently be working as a:
- Senior Client Success Manager
- Senior Account Manager
- Technology Account Manager
- Service Delivery Manager
- Customer Success Manager
- Client Relationship Manager
- Managed Services Account Manager
What Success Looks Like...
Your First Three Months
You’ll focus on learning the portfolio, understanding each client’s business and technical environment, and building strong relationships with key stakeholders. You’ll develop a clear view of which accounts are healthy, which need attention and where the first relevant expansion opportunities exist.
By Month Six
You’ll be independently managing portfolio health, profitability and retention. Your account plans will be accurate, at-risk clients will be actively managed and you’ll have consistent visibility across both commercial opportunities and potential problems.
By the End of Year One
You’ll be operating as a trusted advisor across your portfolio. You’ll be protecting retention, maintaining profitable core services and developing previously stable accounts into healthy, growing customer relationships.
If you’re looking for a Client Success role where you can genuinely own the outcome, not simply manage meetings, chase tickets or push products—we’d be interested in speaking with you. Apply now or contact Cloud Decisions for a confidential conversation.
Customer Success Manager employer: Cloud Decisions
Join a dynamic and supportive team at a growing Managed Service Provider, where you can take full ownership of exciting Microsoft 365 projects while working fully remotely from the UK. With a focus on professional development, you'll have access to opportunities for Microsoft certifications and work with cutting-edge technologies, all within a culture that values collaboration and innovation. This role not only offers a competitive salary but also the chance to make a meaningful impact on SMB and mid-market customers as they modernise their Microsoft environments.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cloud Decisions. 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 Cloud Decisions 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 Customer Success Manager
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 Cloud Decisions:Your cover letter is your chance to shine! Tell us why you want to work at Cloud Decisions 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 Cloud Decisions!
How to prepare for a job interview at Cloud Decisions
✨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.
