At a Glance
- Tasks: Manage key client relationships and drive their success with IT and AI services.
- Company: Fast-growing IT Managed Services Provider based in London.
- Benefits: Up to £50k base salary, hybrid work, private healthcare, and pension contributions.
- Other info: Encouraging diverse talent to apply, even if you don't meet every requirement.
- Why this job: Join a dynamic team and make a real impact on client success and growth.
- Qualifications: 5+ years in Customer Success or Account Management, with strong communication skills.
We're partnering exclusively with a fast-scaling IT Managed Services Provider that grew 40% last year and recently expanded into Data Platform and AI, including certification as a Claude implementation partner. They're a tight-knit team headquartered in London, and they're now hiring a Senior Customer Success Manager to own some of their most important client relationships. If you thrive at the intersection of technology, commercial strategy, and genuine client partnership, this one's worth a look.
The role
- Own and grow a portfolio of 20 to 30 key accounts, serving as the trusted point of contact across IT, Security, Data, and AI services.
- Lead onboarding experiences that set clients up for long-term success from day one.
- Spot and convert upsell and cross-sell opportunities — you'll be expected to contribute directly to revenue growth.
- Deliver regular service reviews and strategic account plans that demonstrate real value.
- Build relationships at senior and C-level, becoming a genuine advisor rather than just an account manager.
- Use Halo CRM and data insights to stay ahead of client needs and flag risks early.
- Act as an escalation point when things get complex, resolving issues with speed and calm.
- Collaborate closely with Sales and Technical teams to continuously improve the client experience.
Skills needed
- 5+ years in Customer Success, Account Management, or B2B Sales, ideally within MSP, cloud, or tech environments.
- A proven track record hitting retention, growth, or revenue targets.
- Confidence engaging with senior stakeholders and comfortable in commercial conversations.
- Strong working knowledge of CRM tools and Microsoft 365.
- Excellent communication and presentation skills. You can make complex things clear.
- A growth mindset: you're coachable, resilient under pressure, and always looking to improve.
Benefits
- Up to £50k base (up to £75k OTE).
- Private health care.
- Hybrid working.
- Pension contributions.
- Flexible working.
We encourage underrepresented talent to apply to all our roles.
Customer Success Manager employer: Primis
Join a dynamic and rapidly growing IT Managed Services Provider in London, where you'll be part of a close-knit team dedicated to fostering genuine client partnerships. With competitive salaries, hybrid working options, and a strong focus on employee growth and well-being, this company offers an environment where your contributions directly impact success. Embrace the opportunity to work with cutting-edge technology in a supportive culture that values innovation and collaboration.
