Robertson Sumner
Customer Success Manager
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Senior Customer Success Manager
Location: London, UK
Travel: Some nationwide travel
The Role
We are seeking an experienced Senior Customer Success Manager to join a growing commercial team within a managed services and technology environment.
This is a senior client-facing role where you will take ownership of a portfolio of strategic UK accounts, building strong long-term relationships, driving retention and account growth, and acting as a trusted advisor to clients.
You will also provide leadership, guidance and commercial direction to Customer Success Managers based overseas, helping to develop their capabilities and ensuring a consistent, proactive approach to customer management.
Alongside customer success, the role will have a secondary focus on supporting new business opportunities, particularly across managed services and cybersecurity.
Key Responsibilities
- Own and grow a portfolio of key UK-based managed services accounts.
- Build strong relationships with clients and act as a trusted strategic advisor.
- Understand client business objectives and align technology and managed services to their needs.
- Provide coaching, guidance and commercial oversight to Customer Success Managers based overseas.
- Drive proactive renewals, upselling and cross-selling, particularly across security services.
- Lead regular client check-ins, strategic reviews and proactive account management activities.
- Monitor account health, usage metrics and customer feedback to identify risks and opportunities.
- Lead onboarding for new clients and support successful adoption of services.
- Work closely with Technical, New Business and Strategy teams to ensure effective service delivery and issue resolution.
- Maintain accurate account information, customer interactions and account status within CRM/PSA platforms.
- Support the development of new business opportunities across managed services and security.
- Position the business as a trusted, security-focused technology partner.
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About You
We are looking for someone with a proven background in Customer Success, Account Management or Client Services, ideally within an MSP or technology services environment.
You will ideally have:
- Strong experience managing and growing B2B client relationships.
- A proven track record across renewals, upselling and cross-selling.
- Excellent communication and relationship-building skills.
- Strong commercial awareness and the ability to identify opportunities within existing accounts.
- Experience managing multiple strategic accounts and competing priorities.
- Familiarity with IT services, managed services or digital transformation.
- Experience using CRM and/or PSA platforms such as HubSpot or Halo.
- Experience acting as a trusted partner to senior client stakeholders.
- The ability to coach and mentor less experienced account managers or CSMs.
- Experience working with remote or offshore teams is advantageous.
- Knowledge of managed services, cybersecurity and cloud technologies.
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Why Consider This Opportunity?
This is an opportunity to take on a senior, commercially focused customer success position where you'll have genuine ownership of strategic client relationships while also helping shape and develop a wider customer success function.
If you enjoy working closely with clients, identifying opportunities to add value, and operating at the intersection of customer success, technology and commercial growth, we'd be keen to hear from you.
Apply now or get in touch for a confidential conversation about the opportunity.
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