At a Glance
- Tasks: Manage key client accounts and drive their success with tech solutions.
- Company: Fast-growing IT Managed Services Provider based in London.
- Benefits: Competitive salary, private healthcare, hybrid working, and pension contributions.
- Other info: Join a supportive team that values diversity and growth.
- Why this job: Be a trusted advisor and make a real impact on client relationships.
- Qualifications: 5+ years in Customer Success or Account Management, ideally in tech.
The predicted salary is between 40500 - 49500 £ per year.
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 & support accessibility needs.
Customer Success Manager in London 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Primis. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Primis before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Primis:Your cover letter is your chance to shine! Tell us why you want to work at Primis specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Primis!
How to prepare for a job interview at Primis
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
