At a Glance
- Tasks: Lead customer success initiatives and manage key accounts while mentoring a team.
- Company: NVOY Technologies, a fast-growing IT Managed Services Provider in London.
- Benefits: Hybrid working, competitive salary, and potential for permanent position after contract.
- Other info: Join a dynamic team in a thriving tech environment with excellent career prospects.
- Why this job: Make a real impact by enhancing customer experiences and driving growth.
- Qualifications: 5+ years in Customer Success or Account Management with strong leadership skills.
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
- Customer Success & Account Management
- 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 Slough employer: NVOY Technologies
NVOY Technologies is an exceptional employer that prioritises employee growth and a collaborative work culture, offering a dynamic environment for the Customer Success Lead role. With a commitment to hybrid working and a vibrant office in Farringdon, London, employees benefit from a supportive atmosphere that encourages professional development and innovation. The company's impressive growth trajectory and focus on cutting-edge technology solutions provide unique opportunities for meaningful contributions and career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Lead (14-Month Fixed-Term Contract - Maternity Cover) in Slough
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially how they relate to customer success. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Success Lead. Highlight your achievements in managing accounts and driving growth, and don’t forget to showcase your leadership skills.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team at NVOY Technologies. Let’s make it happen!
We think you need these skills to ace Customer Success Lead (14-Month Fixed-Term Contract - Maternity Cover) in Slough
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 relevant experience in customer success, account management, and team leadership to show us you’re the perfect fit!
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, upsell strategies, or improved processes in your previous roles.
Be Authentic:Let your personality shine through in your application. We value a strong cultural fit, so don’t hesitate to share your passion for customer success and how you can contribute to our mission at NVOY Technologies.
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 don’t miss out on any important updates from our team!
How to prepare for a job interview at NVOY Technologies
✨Know Your Customer Success Fundamentals
Make sure you brush up on the key principles of customer success, especially in an MSP context. Be ready to discuss how you've driven retention and upsell strategies in your previous roles, as this will show your understanding of the position's core responsibilities.
✨Showcase Your Leadership Skills
Since this role involves managing a Customer Success Manager, be prepared to share examples of how you've successfully led teams in the past. Highlight your coaching techniques and how you've fostered a collaborative environment to achieve business targets.
✨Understand NVOY's Offerings
Familiarise yourself with NVOY Technologies' services, particularly their Data Platform and AI solutions. Being able to discuss how these offerings can benefit clients will demonstrate your proactive approach and strategic thinking during the interview.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and emotional intelligence. Think of specific scenarios where you've had to manage client issues or drive growth, and be ready to explain your thought process and the outcomes.
