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- Tasks: Manage and grow strategic client portfolios while leading a remote Customer Success team.
- Company: Join a fast-growing MSP that empowers clients with tailored IT and cyber security services.
- Benefits: Competitive salary, bonus opportunities, and hybrid working flexibility.
- Why this job: Shape the future of client relationships and drive meaningful growth in a dynamic environment.
- Qualifications: Experience in customer success or account management within an MSP is essential.
- Other info: Thrive in a culture focused on innovation, customer excellence, and continuous development.
The predicted salary is between 42000 - 84000 £ per year.
Job Title: Senior Customer Success Manager – MSP Sector
Location: Central London (3 days a week in-office)
Salary: Up to £70,000 basic + Bonus
Working Pattern: Hybrid (3 days on-site)
Sector: Managed Services / IT Services
Why Join Us?
Join a fast-growing and forward-thinking MSP that empowers clients through tailored IT and cyber security services. Here, your expertise won’t just support customers—it will shape the future of client relationships and team success. We offer:
- Leadership with Impact – Guide a remote Customer Success team while managing your own high-value accounts.
- Strategic Autonomy – Own key client portfolios and take a lead in developing long-term customer growth strategies.
- Growth-Driven Culture – Thrive in a business focused on innovation, customer excellence, and continuous development.
- Hybrid Flexibility – Enjoy a London-based role with the benefit of hybrid working.
- Meaningful Work – Play a crucial role in retention, expansion, and the growth of managed and cyber security services.
Key Role Responsibilities
- Manage and grow a portfolio of strategic UK-based managed service clients.
- Lead and mentor Customer Success Managers located in South Africa.
- Drive client satisfaction, engagement, and retention through proactive support and strategic planning.
- Identify and close opportunities for upselling and cross-selling, particularly in the security services space.
- Act as the main escalation point for complex account issues.
- Collaborate with technical, new business, and strategy teams for seamless service delivery.
- Onboard new clients and ensure smooth transitions and long-term success.
- Maintain accurate CRM records and monitor account health metrics.
Key Attributes Required
- You must be currently working at an MSP or IT Services Provider. Please do not apply if you don’t meet this requirement.
- Demonstrable experience in a senior customer success or account management role.
- Strong commercial acumen and proven ability to manage renewals, upsells, and cross-sells.
- Excellent communication and relationship management skills.
- Experience mentoring or coaching other account managers—ideally in remote or offshore settings.
- Sound knowledge of managed services, cybersecurity, and IT infrastructure.
- Hands-on experience with CRM and PSA tools (e.g., HubSpot, Halo).
Customer Success Manager employer: Robertson Sumner
Contact Detail:
Robertson Sumner Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the MSP and IT services space. Attend industry events, join relevant online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on your dream job!
✨Tip Number 2
Showcase your expertise! When you get the chance to chat with potential employers, make sure to highlight your experience in customer success and account management. Share specific examples of how you've driven client satisfaction and growth—this will set you apart from the crowd.
✨Tip Number 3
Prepare for interviews by researching the company and its clients. Understand their services and think about how you can contribute to their success. Tailor your answers to reflect their values and goals, especially around innovation and customer excellence.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for passionate individuals who want to make a difference in the MSP sector. Plus, applying directly shows your enthusiasm and commitment to joining our team!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Success Manager. Highlight your experience in managing client portfolios and any relevant achievements in customer satisfaction and retention.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about customer success and how your background aligns with our mission at StudySmarter. Share specific examples of how you've driven growth and engagement in previous roles.
Showcase Your Skills: Don’t forget to mention your hands-on experience with CRM tools and your ability to mentor others. We love seeing candidates who can demonstrate their commercial acumen and relationship management skills.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Robertson Sumner
✨Know Your Stuff
Make sure you brush up on your knowledge of managed services and cybersecurity. Familiarise yourself with the latest trends and challenges in the industry, as well as the specific services the company offers. This will show that you're not just interested in the role but are genuinely invested in their mission.
✨Showcase Your Leadership Skills
As a Senior Customer Success Manager, you'll be leading a team. Prepare examples of how you've successfully mentored or coached others in previous roles. Think about specific situations where your leadership made a difference, especially in remote settings, and be ready to discuss these during the interview.
✨Demonstrate Your Commercial Acumen
Be prepared to talk about your experience with renewals, upsells, and cross-sells. Have concrete examples ready that highlight your ability to drive client satisfaction and engagement. This is crucial for the role, so showing that you can think strategically about customer growth will set you apart.
✨Engage with Questions
Interviews are a two-way street! Prepare thoughtful questions about the company's culture, their approach to client relationships, and how they measure success in the Customer Success team. This not only shows your interest but also helps you gauge if the company is the right fit for you.
