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Customer Success Manager
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Customer Success Manager – Managed IT Services
Location: London (Hybrid – 3 days in office)
Commission: Quarterly, based on net new gross profit
About the Role
Our client is a specialist managed IT services provider based in London with an established client base of over 70 accounts. They are growing fast and looking for a Senior Customer Success Manager to take ownership of a portfolio of 25–30 active accounts from day one.
This is not a pure support role and it's not pure sales either. You'll be a portfolio steward — balancing client health, profitability, compliance, and expansion. Your job is to keep accounts operationally healthy, protect margin, and identify and close growth opportunities when the timing is right.
What You'll Do
- Portfolio health: Monitor client satisfaction, engagement, and health indicators across your accounts. Identify at-risk clients early, escalate where needed, and work with delivery teams to resolve issues before they become churn.
- Profitability: Understand the unit economics of each account. Manage scope creep, ensure pricing aligns with service levels, and flag where accounts are over-serviced or under-optimised.
- Contract management: Keep contracts current, renewals tracked, and terms clearly understood. You'll know what every client has signed up for and when renewals are due.
- Retention and growth: Conduct quarterly business reviews, identify whitespace, and develop proposals for upsell and cross-sell opportunities. You'll own the full sales process from quote through to sign-off and payment. Retention target is 95%+.
- Account planning: Maintain detailed account plans including IT budgets, capital plans, usage patterns, and expansion potential. You'll be a key stakeholder in all commercial decisions across your portfolio.
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Who You Are
- 3+ years in Customer Success, Account Management, or Service Delivery within a Managed Service Provider (MSP)
- Solid understanding of Microsoft technologies — Microsoft 365, Azure, Intune, or similar
- Experience managing mid-market clients and balancing retention, profitability, and growth simultaneously
- Commercially sharp — comfortable discussing margins, pricing, and deal viability
- Confident running QBRs and presenting strategic roadmaps to senior stakeholders
- Consultative by nature — you listen more than you pitch
- Operationally disciplined — organised, consistent with CRM activity, and nothing falls through the cracks
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What Success Looks Like
- By month 3, you understand your portfolio and have identified accounts that need attention.
- By month 6, you're independently managing health and closing expansion deals regularly.
- By year one, you're hitting targets across health, profitability, retention, and expansion and earning meaningful commission.
Compensation
- Base salary: Up to £55,000
- Commission: Quarterly payouts based on net new gross profit, with accelerators for overachievement
- Hybrid working: 2 days a week WFH
Interested? Get in touch with Lauren at Set2Recruit — lauren@set2recruit.com
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