TSG
Customer Success Director
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About the role
As a Customer Success Director you will be responsible for facilitating the acquisition of new name customers, of the appropriate profile, and delivering new lines of business wins within specified existing customers.
National travel will be required as part of this role.
Who are we?
TSG (Technology Services Group) are a Managed IT Services provider supporting businesses UK wide with their technology solutions. As a Microsoft Partner we are committed to delivering excellence for our customers alongside investing in our colleagues to provide them with the knowledge and tools required to deliver great results.
TSG are one of the few Microsoft Partners in the UK who hold all six Microsoft designations, and one of the only partners who specialise in mid-market. Our commitment to excellence for our customers and employees is backed by our consistent world class NPS score of +80 and our accreditation as a ‘Great Place to Work’ in addition to being placed on the ‘UK’s Best Workplaces in Tech’ list in both 2024 and again in 2025. Our guiding principles of Team TSG, Service Excellence and Shared growth are at the heart of everything we do.
Ownership at TSG
Every role at TSG comes with our Ownership Ladder. It sets out what ownership means here — from doing your own task well to owning the outcome end-to-end, following the work through every handoff until it lands, and bringing solutions rather than just problems. We include it in every job description because it applies to every person, whatever the role or level. It's the standard we hire to, work to, and back each other on. When you join us, you'll be operating above the ownership line — seeing it, owning it, solving it, and delivering it.
Why should I work for TSG?
- Employee ownership – as a growing business we want to ensure that everybody who contributes towards our success, shares in our success. High performing members of Team TSG are entered into an employee benefits trust (EBT). The EBT is the single largest beneficiary within TSG meaning employees will share the benefits of the proceeds, driving a high performing culture with long term value and mutually beneficial outcomes
- Our open and honest culture where feedback is taken on-board and acted upon
- Our social events – annual all expenses paid ‘TSG Festival’ and team building funds
- Two paid CSR days per annum that you can use to support the community
- Giving something back – the ‘TSG Foundation’ established in November 2022 has so far donated over £160,000 to support nominated businesses and charities
- Our responsibility to the environment as we work towards net carbon zero
- Flexible working opportunities including home working and hybrid options
- Annual salary benchmarking
- Excellent progression opportunities, training and support, including recognised qualifications
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Job responsibilities
- Work with new name and new line of business opportunities within defined guidelines and timescales.
- Deliver consistently against all targets.
- Build, manage and maintain a substantial pipeline of qualified opportunities to underpin target achievement.
- Ensure that all pipeline activity is accurately recorded and updated within CRM.
- As directed, thoroughly research and understand individual market sectors to identify potential customer targets.
- Accurately forecast expected business by month & quarter.
- Clearly understand TSG’s Microsoft and Managed Services portfolio and the ways in which TSG’s services’ portfolio, and delivery approach, can be differentiated.
- Successfully position TSG’s solutions within the context appropriate to the specific customer or sector, utilising value-based arguments and consultative Service Design engagement practices.
- Demonstrate commercial awareness, particularly in terms of the Service Design negotiation.
- Track progress against targets on an ongoing basis and take necessary action to re-focus efforts if targets are not being met.
- Ensure all projects receive a professional handover from Service Design to Service Delivery, including Customer Success Management.
- Continually development your knowledge and skills to ensure that they remain current and relevant.
- Always promote a professional image.
- Ensure completion of all relevant and required documentation and adherence to all relevant and required processes.
- Demonstrate effective and collaborative use of all available, relevant resources.
- Practical and action orientated activity and performance planning.
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Knowledge, Skills & Experience
- Degree level an advantage or equivalent experience.
- Good experience in account management, business development, solution and/or service design with demonstrable success.
- Demonstrable track-record in the successful design and/or management and/or sales of technology solutions.
- Background within the ICT sector.
- Background within and understanding of SME market segment.
- Engagement experience at a senior management and business owner level.
- Ability to build rapport and good working relationships with key stakeholders.
- Commercial awareness and a broad understanding of business issues.
- Needs-based service design approach gained via consultative engagement with C-level individuals.
- Proactive and highly organised with strong time management and planning skills and proven ability to multi-task.
- Full UK driving license and access to a car for work purposes is essential
Benefits
- Company bonus scheme
- 25 days annual leave + public holidays
- Life assurance 4 x Salary
- Contributory pension scheme at 4% matched
- Employee discounts
- Electric vehicle salary sacrifice
- Employee Assistance Programme
- Paid CSR Days
- Company sick pay
- Income protection cover
- Enhanced Maternity and Paternity pay
- Home-based and hybrid opportunities
- Long service benefits including increased annual leave accrued with service
- Cycle to work scheme
- Employee recognition scheme
If this sounds like the role for you, please apply today to be considered.
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