Customer Success Manager

We’re hiring for a growing managed IT services provider working with creative sector clients across the UK, including architecture practices, media and entertainment studios, and creative agencies. This is a portfolio ownership role rather than a traditional support position. You’ll inherit a book of active accounts and take full responsibility for their health, profitability, retention, and growth. The focus is on being a strong commercial and operational owner of your portfolio, not just responding to tickets or chasing upsell.

You’ll own a portfolio of 25 to 30 active client accounts from day one. Your primary responsibility is keeping those accounts healthy and identifying risks early, while also ensuring the core services remain profitable and compliant. You’ll monitor client health, engagement, and satisfaction, working closely with delivery teams to resolve issues before they escalate. You’ll manage renewals, contract compliance, and commercial details, making sure each account is well run from both a client and business perspective. You’ll run regular business reviews, analyse usage and performance data, and identify genuine expansion opportunities where clients have unmet needs or growing requirements. You’ll scope opportunities, develop proposals, and manage the commercial process through to sign off and payment. This role blends client success, account management, and commercial ownership. You’re expected to balance retention and service quality with margin, structure, and growth.

About you: You have 3+ years of experience in Client Success, Account Management, or Service Delivery within B2B technology, SaaS, or managed services. You’ve owned a portfolio of accounts and managed both retention and growth. You’re highly organised and operationally disciplined. You track the right metrics, keep accurate records, and stay on top of multiple moving parts without things slipping. You understand profitability and unit economics. You’re comfortable having commercial conversations, managing scope, and making decisions that protect long term account health and margin. You’re confident with clients and comfortable leading business reviews, presenting recommendations, and acting as a trusted advisor rather than a reactive support contact. You’re consultative by nature and good at spotting early warning signs as well as genuine growth opportunities.

What success looks like: In your first few months, you’ll be learning your portfolio, building relationships, and getting a clear view of which accounts are thriving and which need attention. You’ll begin closing some expansion, but your main focus will be stabilising and understanding account health. By six months, you’ll be independently managing your portfolio with strong retention, healthy margins, and regular expansion activity. By year one, you’ll be a trusted partner to your clients, with a strong, profitable book of business and consistent commission. This is a great opportunity for a commercially minded Client Success or Account Manager who wants real ownership of a portfolio and the chance to influence both client outcomes and business performance.