Customer Success Manager in London

Next Dimension is creating a new Customer Success Manager role to build on the customer experience foundation we already have in place under our Chief Experience Officer. As Customer Success Manager, you will be the client's advocate inside Next Dimension: keeping client records accurate, documentation complete, onboarding smooth, and every project handoff followed by real training and adoption support. This role sits within our Operations Team, working closely with Service Desk and Project Teams, as well as Sales Engineering and Project Managers, to make sure clients get lasting value from what we build for them, not just a completed project.

Key Responsibilities

• Client Profile & Account Accuracy: Own the accuracy of client profile information across our PSA/CRM systems, including contacts, site details, contracts, and asset ownership, and audit records on a regular cadence so account data can be trusted at a glance.
• Documentation Completeness: Track and drive completeness of client documentation (network diagrams, configurations, credentials, SOPs, and asset inventories) in partnership with Sales, Service Delivery, and Project Managers, closing gaps identified during onboarding, audits, or incidents.
• New Client Onboarding & Training: Lead structured onboarding for new clients, including training end users and client IT stakeholders on our support processes, ticketing, escalation paths, and any tools they will interact with, and document onboarding outcomes for internal tracking.
• Post-Project Deployment Training: Ensure every completed project includes a formal handoff to the client, including end-user and administrator training, updated documentation, and a clear transition from the project team into ongoing support. Where needed, develop repeatable training materials that can be reused across clients, and work with Project Managers and Service Delivery teams to keep those materials current.
• Client Relationship Management: Act as a trusted point of contact for assigned accounts. Run regular check-ins and Quarterly Business Reviews (QBRs) covering service performance, adoption, and upcoming needs, with cadence adjusted by account tier (high-touch vs. mid/low-touch).
• Customer Success Planning: Build and maintain a Customer Success Plan for key accounts covering desired business outcomes, use cases, adoption milestones, and the metrics used to track progress, and keep plans current as the account evolves.
• Incident & Escalation Tracking: Track open incidents and escalations through to resolution, following up within the Operations Team to confirm real progress is being made, and keep the client informed in plain language along the way.
• Renewal Process & Risk Management: Run the renewal process on a defined timeline ahead of contract and subscription expiry, document renewal risks and the mitigation taken, and surface usage/utilization data to the client's vCIO and Sales, who lead the renewal conversation itself.
• Account Health Monitoring: Track account health using utilization, satisfaction (CSAT/NPS), and support case trends to flag churn risk or expansion opportunity early, passing qualified signals to the vCIO and Sales.
• Voice of the Client: Feed recurring client feedback, complaints, and requests back to Service Delivery and leadership so patterns get addressed at the source, not just the ticket.
• Reporting: Maintain a simple, consistent view of account health, open documentation gaps, onboarding/training status, and both activity-based and outcome-based KPIs across your book of clients, for internal visibility and periodic practice reviews.
• On-Site Quality Audits: Conduct periodic on-site visits to client locations across Southwestern Ontario to audit the quality of Next Dimension's physical work: cable labelling, rack and closet organization, cleanliness, and adherence to our installation standards. Document findings, flag issues back to Service Delivery and Leadership for correction, and use the results as another input into account health.

What This Role Demands

This is a fast-paced MSP environment with real deadlines and, at times, frustrated clients. You'll do well here if you stay calm under pressure, don't take client frustration personally, and can hold a lot of moving pieces at once without dropping things. Not everything you run into will have a checklist or a script. You'll need to think independently, size up a situation, and decide the right next step yourself rather than waiting for someone to tell you what to do. This role rewards people who are determined and results-oriented: you follow through until something is actually resolved, not just until it's been handed off. You may find this role challenging if you prefer a slower, more predictable pace, or if you're most comfortable working from a fixed set of instructions.

Qualifications

• 3-5 years of experience in a client-facing role within an MSP, ISP/Carrier, or IT services environment (Account Management, Service Delivery, Project Coordination, or similar). Exceptional candidates from other service-oriented industries may also be considered if they can demonstrate experience acting in a Customer Success Manager capacity.
• Working understanding of IT infrastructure, cloud services (Microsoft 365), and general cybersecurity concepts, sufficient to translate technical issues into business terms.
• Proficient with Microsoft Office Suite (including Visio), ConnectWise PSA, HubSpot, and IT Glue, or the ability to get up to speed on them quickly.
• Strong organizational skills; able to manage multiple accounts and track outstanding documentation, incidents, and training items without things falling through the cracks.
• Excellent written and verbal communication skills, with the ability to run a client meeting confidently.
• Valid driver's license and ability to travel to client sites across Southwestern Ontario for onboarding, training, and business reviews.

Preferred

• Familiarity with IT documentation platforms (e.g., ITGlue, Hudu) and PSA ticketing systems.
• Experience supporting or delivering end-user training programs.
• Awareness of customer success frameworks, such as the Land-Adopt-Expand-Renew (LAER) model, is an asset.
• ITIL Foundations certification.
• Diploma or degree in Information Technology, Business Administration, or a related field.

What We Offer

• Competitive salary
• Health and wellness benefits
• Opportunity for professional growth
• Collaborative work environment with industry experts

Work Arrangement

This role is based out of one of Next Dimension's offices (Windsor, London), with regular in-person travel to client executive meetings across the region. Some early or late meetings should be expected, to accommodate client executive schedules.

Company

Next Dimension is a CIO Strategist firm; we provide managed IT services that align the server room and the boardroom by providing a framework to fill gaps in reliability, security, and resourcing. To successfully achieve this, Next Dimension cultivates a workplace culture around the Employee Experience in which we seek to optimize the moments that matter for each and every employee. Next Dimension has invested in a structured customer success practice, including account segmentation, documented Customer Success Plans, KPI-driven performance tracking, and a defined renewal process, and holds partner-program recognition for that maturity. Next Dimension is committed to the National Centre for Truth & Reconciliation's Call to Action 92, to ensure that Indigenous Peoples have equitable access to jobs, training, and education opportunities. To that end all our employees are trained in OCAP Awareness and the importance of Digital Sovereignty to the First Nations. Next Dimension is an equal-opportunity employer. We welcome and encourage applications from people of all backgrounds, and accommodation is available on request for candidates taking part in all aspects of the selection process. We thank all applicants for their interest; however, only those selected for an interview will be contacted.