At a Glance
- Tasks: Manage customer accounts, drive growth, and lead a Customer Success team.
- Company: NVOY Technologies, a forward-thinking IT Managed Services Provider.
- Benefits: Hybrid working, competitive salary, and potential for permanent position.
- Other info: Dynamic environment with opportunities for professional development and career growth.
- Why this job: Shape customer success strategies and make a real impact in a growing tech company.
- Qualifications: 5+ years in Customer Success or Account Management, with leadership experience.
The predicted salary is between 50000 - 60000 £ per year.
Company Overview
NVOY Technologies is a forward-thinking IT Managed Services Provider (MSP) delivering agile and scalable technology solutions to fast-growing businesses. Our mission is to empower customers with best-in-class IT services, ensuring a seamless, secure, and innovative digital workspace. We specialise in supporting dynamic companies with 25–200+ employees, helping them scale by managing IT support and infrastructure while enhancing security and operational efficiency. Over the past 12–18 months, we have expanded our offering to include Data Platform and AI services, recently being certified as an Anthropic (Claude) implementation partner. Headquartered in Farringdon, London, we embrace hybrid working as a core part of our culture and have an amazing workspace at Old Sessions House. In the past financial year, our business grew by over 40%.
Role Overview
We are seeking an experienced and proactive Customer Success Lead to join our growing team on a fixed-term maternity cover contract for 14 months. You will manage a portfolio of customer accounts while leading and supporting a growing Customer Success function. This role combines hands-on client management with team leadership responsibilities. You will deliver an excellent customer experience, drive growth through retention and upsell strategies, and support the development and performance of a Customer Success Manager. Working closely with Sales, Technical, and Leadership teams, you will play a key role in shaping customer success strategy, improving processes, and ensuring consistent service delivery.
Please Note: This role is being offered as a fixed-term maternity cover contract. As the company grows however, and subject to business needs and individual performance, there may be an opportunity to be considered for a permanent position at the end of the contract.
Key Responsibilities
- Own and manage a portfolio of 20 to 30 key customer accounts, building trusted relationships with stakeholders.
- Lead customer onboarding processes, ensuring smooth transitions from sales to delivery.
- Upsell and cross-sell into IT Operations, Security, Data and AI solution.
- Identify client objectives, challenges, and technology gaps, recommending appropriate solutions.
- Drive customer retention, satisfaction, and long-term growth.
- Identify and execute upsell and cross-sell opportunities.
- Deliver regular service reviews and strategic account updates.
Team Leadership & Development
- Manage and mentor one Customer Success Manager, providing coaching and performance support.
- Set clear goals aligned with business targets.
- Support professional development and capability building.
- Act as an escalation point for customer issues.
- Foster a collaborative, high-performance team environment.
Strategy, Reporting & Process Improvement
- Use Halo CRM and data insights to improve engagement and identify opportunities.
- Collaborate with Sales and Technical teams to improve outcomes.
- Utilise client reporting for monitoring service quality and providing insights.
- Contribute to process, playbook, and tool optimisation.
- Support forecasting and growth pipeline visibility.
Client Engagement & Representation
- Represent NVOY in meetings, workshops, and events.
- Build relationships with senior and C-level stakeholders.
- Continuously enhance the customer experience.
What We're Looking For
Experience, Qualifications & Knowledge
- 5+ years' experience in Customer Success, Account Management, or B2B Sales.
- Experience managing or mentoring team members.
- Strong understanding of MSP, cloud, or technology environments.
- Proven track record of revenue, retention, or growth targets.
- Experience with CRM systems and Microsoft 365.
- Confident working with senior stakeholders.
- Strong commercial acumen and ability to identify growth opportunities.
- Excellent communication and presentation skills.
Competencies & Characteristics
- Strong leadership mindset with coaching capability.
- Strategic thinker with a customer-first approach.
- Strong relationship-building skills.
- Results-driven and proactive.
- Adaptable and resilient.
- High emotional intelligence and problem-solving ability.
- Collaborative and team oriented.
- Resilient and adaptable under pressure.
Location & Travel
Hybrid working between home and our head office in Farringdon, London, with regular visits to client sites for meetings or attending events. Travel costs and expenses outside of normal working requirements will be reimbursed.
Customer Success Lead (14-Month Fixed-Term Contract - Maternity Cover) in London employer: NVOY Technologies
NVOY Technologies is an exceptional employer that champions a hybrid working culture, allowing employees to balance their professional and personal lives effectively. With a commitment to employee growth, we offer opportunities for mentorship and career advancement within a rapidly expanding IT Managed Services Provider environment. Our vibrant office in Farringdon, London, coupled with our focus on innovation and customer success, makes NVOY a rewarding place to work for those seeking meaningful contributions in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Lead (14-Month Fixed-Term Contract - Maternity Cover) in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Customer Success Lead role.
✨Tip Number 2
Prepare for those interviews by researching NVOY Technologies inside out. Understand their mission and values, and think about how your experience aligns with their goals. We want to see you shine and show us why you're the perfect fit!
✨Tip Number 3
Practice your pitch! Be ready to discuss your past successes in customer success and account management. We love hearing about how you've driven growth and retention, so have some solid examples up your sleeve.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way. It shows us that you’re genuinely interested in the role and keeps you fresh in our minds as we make our decision.
We think you need these skills to ace Customer Success Lead (14-Month Fixed-Term Contract - Maternity Cover) in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Lead role. Highlight your experience in managing customer accounts and leading teams, as this will show us you’re the right fit for our dynamic environment.
Showcase Your Achievements:Don’t just list your responsibilities; we want to see your impact! Use specific examples of how you’ve driven customer retention or achieved growth targets in previous roles. Numbers speak volumes!
Be Authentic:Let your personality shine through in your application. We value a strong cultural fit, so don’t hesitate to share what makes you unique and how you approach customer success with a proactive mindset.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at NVOY Technologies
✨Know Your Customer Success Stuff
Make sure you brush up on your knowledge of customer success strategies, especially in the context of IT Managed Services. Be ready to discuss how you've driven retention and upsell opportunities in previous roles.
✨Show Off Your Leadership Skills
Since this role involves managing a team, be prepared to share examples of how you've successfully led and mentored others. Highlight your coaching style and how you've fostered a collaborative environment.
✨Understand the Company’s Mission
Familiarise yourself with NVOY Technologies' mission and recent expansions into Data Platform and AI services. This will help you align your answers with their goals and demonstrate your genuine interest in the company.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific customer situations or challenges. Think about past experiences where you've successfully navigated difficult client interactions or improved processes, and be ready to share those stories.
