TSG
Customer Success Manager
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About the role
As a Customer Success Manager, you will be responsible for driving growth across our client portfolio by proactively identifying opportunities, understanding customer goals, and shaping cloud, cyber, and AI-led technology solutions that accelerate their success.
You will bring a proven track record of consistently exceeding sales targets through the expansion of existing accounts as well as identifying new opportunities.
We are looking for a confident initiator, skilled influencer with strong negotiation skills who thrives in a high-activity environment. You will have a proactive, achievement-driven mindset whilst excelling at managing a broad client base, cultivating trusted, long-term partnerships.
Previous experience working within Managed Services or Dynamics Microsoft products is essential. National travel will be required in 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.
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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
Job responsibilities
Job responsibilities will include, but are not limited to;
- Proactively manage and develop customer portfolios taking full ownership
- Maximise growth opportunities within the customer base through meaningful conversations, relationships and discovery sessions
- Driving renewals with existing customer base to ensure retention
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
- Implement a review cycle to ensure that accounts running with projected deficits are identified and addressed
- Manage and develop new client onboarding, focusing clients on those features that help them achieve early value. Ensure clients are taken through the shortest path to value so that they can get ROI (Return on Investment) as soon as possible
- Sustain business profitability by maximising value to customers and TSG
- Analyse customer data to support improvement in the customer experience
- Evaluate and improve tutorials and other communication infrastructure
- Mediate between customers and TSG
- Accurately record customer information in CRM
- Identify opportunities for customers to act as TSG advocates (e.g. testimonials, case studies)
- Represent the voice of the customer to inform our sales process and product roadmap
- Identify opportunities to engage with new customers
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Knowledge, Skills & Experience
- A strong background in the technology industry either within managed services or Dynamics Microsoft products
- Demonstrable experience of meeting and exceeding sales targets through the growth of existing accounts
- Strong commercial acumen with a demonstratable ROI record
- Proven track record in a customer success, relationship management, account management, or similar role including over achievement against target
- Strong communication skills both written and verbal
- Good negotiation and influencing skills
- Good organisation and prioritisation skills
- Full UK driving license and access to a car for work purposes is essential
Benefits
- 25 days annual leave + public holidays, rising with length of service
- Employee benefits trust
- Company bonus scheme
- Life assurance 4 x Salary
- Contributory pension scheme at 4% matched
- Healthcare and Cash plan
- Electric vehicle salary sacrifice scheme
- Cycle to work scheme
- Employee discounts
- Employee assistance programme
- Paid CSR Days
- Company sick pay and income protection cover
- Enhanced Maternity and Paternity pay
- Employee recognition scheme
- Eyecare vouchers
- Discounted gym membership
- Long service rewards
If this sounds like the role for you, please apply today to be considered.
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