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- Tasks: Lead and develop a Customer Success team in a dynamic Managed Service Provider environment.
- Company: Join a growing Managed Service Provider focused on customer success and innovation.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Why this job: Make a real impact by shaping customer success strategies and building strong client relationships.
- Qualifications: Experience in customer success or account management within a service-led environment.
- Other info: Collaborative culture with visibility across teams and excellent career advancement opportunities.
The predicted salary is between 36000 - 54000 £ per year.
You can get further details about the nature of this opening, and what is expected from applicants, by reading the below.
Location: Manchester (M4 1LN)
Salary: Up to £45,000 per annum
Job Type: Full-time, Permanent
Working Pattern: Hybrid (minimum 3 days per week in the office)
About the RoleWe are working with a Managed Service Provider (MSP) that is investing heavily in the growth of its Customer Success function. They are seeking an experienced Customer Success Team Lead to build and lead a Customer Success team within a fast-paced, service-led MSP environment. This is a strategic, hands-on role combining people leadership, account ownership, and commercial oversight. You will manage a portfolio of high-value managed service clients while coaching the team to deliver proactive, outcome-driven customer success. The focus is on long-term retention, service adoption, and aligning IT roadmaps with client business goals.
Key Responsibilities- Lead, mentor, and develop a Customer Success team operating within a Managed Services environment
- Act as senior owner for key managed service accounts, building long-term, trusted client relationships
- Own and refine MSP-focused Customer Success processes, including onboarding, service reviews (QBRs), renewals, and contract lifecycle management
- Support the team in identifying service expansion, upsell, and cross-sell opportunities across managed service clients
- Act as the escalation point for complex service issues, major incidents, and large-scale procurement projects
- Work closely with technical, service delivery, and strategic teams to ensure managed service offerings align with customer needs and market demand
- Balance team workload to ensure the wider managed client base receives consistent, proactive engagement
- Drive adoption of the MSP’s service roadmap across the entire customer portfolio
- Proven experience in a Managed Service Provider (MSP), either in Customer Success, Account Management, Service Delivery, or a similar client-facing leadership role
- Experience leading, mentoring, or coaching teams within a service-led or recurring-revenue environment
- Strong understanding of managed services, including hardware, software, licensing, and ongoing support models
- Strategic mindset with the ability to align a client’s 3-year IT roadmap with current managed service solutions
- Confident engaging with senior stakeholders and handling service escalations
- Strong commercial awareness and consultative approach to account growth
- Experience helping to build or mature a Customer Success function within an MSP
- Exposure to renewal management, contract negotiation, or service expansion planning
Experience with MSP and service delivery systems is advantageous, including:
- Autotask PSA
- HubSpot
- Azure DevOps
- Xero
- Microsoft Business Central
- Microsoft Office (Teams, Outlook, etc.)
- Microsoft Project
- Salary up to £45,000, depending on experience
- Hybrid working model with a Manchester city-centre office (M4 1LN)
- Opportunity to shape and lead Customer Success within a growing MSP
- High-impact role with visibility across service delivery, sales, and leadership teams
- Supportive, collaborative, and technically driven environment
Customer Success Team Leader in Manchester employer: Turner and voce
Contact Detail:
Turner and voce Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Team Leader in Manchester
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their Customer Success team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those interviews by practising common questions related to customer success and leadership. Think about your past experiences and how they align with the role. We want to hear your stories!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our awesome team in Manchester!
We think you need these skills to ace Customer Success Team Leader in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Success Team Leader role. Highlight your leadership experience in a Managed Service Provider environment and any relevant achievements that showcase your ability to drive customer success.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how your strategic mindset can help align client IT roadmaps with their business goals. Be genuine and let your personality come through!
Showcase Relevant Experience: In your application, emphasise your experience in leading teams and managing key accounts. We want to see how you've successfully navigated service escalations and driven service adoption in previous roles. Specific examples will make your application stand out!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to attach all your documents in one go. Plus, we love seeing applications come through our own platform!
How to prepare for a job interview at Turner and voce
✨Know Your MSP Inside Out
Before the interview, dive deep into the Managed Service Provider's (MSP) offerings and their customer success strategies. Familiarise yourself with their services, tools like Autotask PSA or HubSpot, and understand how they align with client needs. This knowledge will help you demonstrate your strategic mindset and show that you're ready to lead a Customer Success team.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and mentored teams in a service-led environment. Think about specific challenges you've faced and how you overcame them. Highlight your ability to balance workloads and drive team performance, as this is crucial for the role of a Customer Success Team Leader.
✨Engage with Real Scenarios
Be ready to discuss real-life scenarios where you've managed complex service issues or escalations. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will not only showcase your problem-solving skills but also your confidence in handling senior stakeholders and critical situations.
✨Align with Their Vision
Understand the company's vision for customer success and be prepared to discuss how you can contribute to it. Think about how you would refine their customer success processes and drive service adoption. Showing that you can align your strategies with their goals will set you apart as a candidate who’s not just looking for a job, but is genuinely invested in their success.
