Senior Client Services Manager

Location: Battersea (Hybrid role with a minimum of two days in the office)

Salary: £65 – £70K

Benefits: Private medical insurance + many more

Start date: ASAP

Reports to: Head of Client Services

Hours of work: Full time

Language: English (Required)

The role

We are looking for a Senior Client Services Manager to join our growing Client Services team. Our mission is to keep mission‑critical IT systems resilient and available for our customers, and in this role you will be responsible for managing and growing relationships with IT and business leaders at some of the UK’s most respected organisations. You will take ownership of a portfolio of mid‑to‑large enterprise accounts across sectors including financial services, legal, public sector and transport. Acting as a trusted advisor to senior stakeholders, you will help customers strengthen their IT resilience strategies while ensuring they realise ongoing value from our managed services. This is a strategic, commercially focussed role combining relationship leadership, account growth and long‑term client retention. You will be responsible for renewals, expansion opportunities and overall account health, working closely with technical and delivery teams to ensure successful outcomes for our customers. The role requires a consultative approach to enterprise account management — someone who understands complex, regulated environments and can translate technical capability into meaningful business outcomes for clients. You will regularly engage with customers on‑site to strengthen relationships, understand evolving requirements and identify opportunities to support their resilience strategies.

Why this role matters

At Databarracks, our growth depends on the strength and depth of our client relationships. We operate in environments where resilience isn’t optional – it’s business‑critical. Our clients trust us to protect their most important systems, meet regulatory expectations, and support them through moments that matter most. That level of trust requires more than traditional account management. It requires strategic leadership, commercial ownership and the ability to work alongside senior stakeholders to shape long‑term resilience strategies. This role is critical to ensuring we deliver on that promise. As a Senior Client Services Manager, you will own and grow key client relationships, ensuring our services deliver measurable value, identifying opportunities to strengthen resilience and driving long‑term partnership success. Your ability to balance commercial outcomes with customer trust will directly impact retention, expansion and our reputation in regulated markets. In short, this role sits at the heart of how we grow, how we deliver value and how we differentiate ourselves.

The responsibilities

• Design and lead the Client Services Plan for your portfolio of enterprise accounts, aligning customer outcomes with long‑term commercial growth.
• Take full ownership of a defined book of business, including retention, renewals, expansion and pipeline development.
• Build and maintain trusted relationships with senior stakeholders, including IT leadership and executive sponsors.
• Serve as the primary strategic contact for all client account management matters.
• Ensure customers realise measurable value from our managed services and resilience solutions.
• Drive high levels of customer satisfaction and retention, maintaining strong account health across the portfolio.
• Identify opportunities to expand services, positioning new solutions that support customers’ evolving resilience and operational requirements.
• Negotiate commercial agreements and renewals while maximising long‑term account value.
• Work closely with internal technical, delivery and support teams to ensure services are delivered successfully against client objectives.
• Communicate clearly with internal and external stakeholders on account plans, initiatives and service performance.
• Forecast and track key account metrics including revenue growth, renewals and pipeline.
• Maintain accurate reporting within the Customer Management System to ensure accounts remain in strong operational status.
• Lead resolution of complex customer issues or escalations where required.

The candidate

Essential skills:

• Proven success managing and growing enterprise customer relationships within complex or regulated environments.
• Strong experience selling managed services and outcome‑based solutions, rather than purely product or feature‑led offerings.
• A track record of retaining and expanding long‑term strategic accounts.
• The ability to engage confidently with both technical teams and senior business stakeholders.
• Strong commercial acumen with experience negotiating enterprise contracts and renewals.
• Excellent written and verbal communication skills.
• Highly organised with the ability to manage multiple strategic accounts simultaneously.
• Collaborative mindset with a focus on delivering long‑term value for customers.

The company

Databarracks is an IT Resilience managed service provider based in South West London. We do more than just protect technology – we enable our customers to get on with what they do best when the worst happens. We have grown substantially winning new business and industry awards typical of companies many times our size. We did this by maintaining a small company ethos and hiring clever, motivated people who are invested in what they do and fun to be around. We’re a tight, focussed team, with the internal resources to provide meaningful opportunities for progression and on‑the‑job training. Some of our most senior staff members started in entry‑level positions and have, through a combination of personal drive and internal support, made leaps up the career ladder.