Atlas Cloud
Customer Success Manager
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About Atlas Cloud
Atlas Cloud is a managed IT and cybersecurity services provider founded in 2010, headquartered in Newcastle upon Tyne and operating nationally. We specialise in secure, compliant IT for professional services firms - particularly law firms, barristers' chambers and recruitment agencies - built around Microsoft 365 and Azure. We call it Reassuringly Secure.
We're a Microsoft Solutions Partner (Security and Modern Work), a Cyber Essentials Certification Body and ISO 27001 certified, with a security team that has audited 3,000+ organisations. In 2026 we were ranked #24 globally and #3 in the UK in the MSP 501, the industry's most rigorous ranking of managed service providers.
We're now investing in a new Technology Success model - moving beyond reactive IT support to become a proactive strategic partner that helps clients continuously improve their security, resilience, productivity and long-term technology maturity. The CSM is central to that ambition, and this is a rare opportunity to help shape the model as it scales across our client base.
About The Role
Under the new Technology Success model, each of Atlas Cloud’s customers will receive a strategic advisor (vCIO), a technical alignment lead (TAM) and you - the person who owns the living, breathing relationship and its development.
The CSM forms the heart of the new model and has two clear priorities: ensure customers get ongoing value from us and grow our relationships commercially. It's a role with genuine breadth: part service leader, part relationship-builder, part commercial closer. You will likely to be responsible for between 30-50 customers.
Service experience and continuity - you are the customer's trusted day-to-day point of contact, absorbing and resolving the operational noise so every interaction feels effortless. You will track and report on individual customer health, flagging risks where appropriate. Commercial retention and growth - you own minor renewals and cross-sell/upsell across the base, closing recommendations agreed by the customer with the Virtual Chief Information Officer (vCIO) in their Quarterly Business Reviews (major commercial opportunities, which you recognise, are triggered according to guidelines and handed to Bid Management).
If the service experience/continuity element is done well, customers enter strategic reviews with their vCIO content and forward-looking, which in-turn will feed the commercial element.
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Key Responsibilities
- Service Reporting - walk customers through regular service reporting (ticket volumes, SLA performance, trends, recurring issues) so performance is transparent and there are no surprises.
- Service Escalations - field questions about service, tickets and requests; own the answer or route it and make sure it lands. Own any escalations end-to-end – triage, drive resolution with input from all areas of the business, keep the customer informed and close the loop.
- Action Tracking - own the customer’s Action Register – ensure actions, decisions, dependencies and follow-ups are tracked and communicated so that nothing stalls.
- Customer Satisfaction - run service reviews, monitor CSAT/NPS, update health tracking and spot dissatisfaction early - dealing with it before it reaches the vCIO or becomes a churn risk.
- Renewals & Retention - own the renewal process across your base, protecting and growing recurring revenue (gross and net revenue retention).
- Cross-Sell & Upsell - proactively identify and progress expansion opportunities across the base - the natural next services for each customer based on their agreed roadmap.
- Major Opportunity Handover - recognise major commercial opportunities based on guidelines, trigger them and pass them to Bid Management with a clean brief. Knowing where your line sits - and handing over cleanly rather than over-reaching - is a core skill of this role.
- Communication & Coordination - keep customers proactively informed, schedule meetings/follow-ups and coordinate internally across TAM, vCIO, Service Desk and Projects. Report customer objections and recurring service themes internally via the Standards Committee.
Does Not Own
To minimise role duplication, it is important to note that this role does not own any of the following tasks:
- Strategic consulting and business technology roadmaps (vCIO)
- Forward-looking QBR agenda and technology strategy (vCIO)
- Technical alignment / assessments (TAM)
- Project management and solution architecture (Projects)
- Major commercial proposals and complex renewals (Bid Management)
Targets & Success Metrics
- Retention: Gross and net revenue retention across your base; renewals completed to target
- Growth: cross-sell/upsell revenue generated
- Handover quality: major opportunities correctly identified and passed to Bid Management with a clean, timely brief (measured on quality of handover, not close)
- Service: CSAT/NPS held or improving; escalation volume reaching the vCIO trending down
- Proxy for success: Customers arriving at QBRs with no unresolved service grievances
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Skills & Attributes
Required
- 2+ years in a customer-facing role - e.g. customer success, account management, sales (SDR/AE), account coordination or service delivery
- Excellent relationship-building and communication skills, confident dealing with everyone from day-to-day users to senior stakeholders
- Strong organisation and coordination skills - able to juggle multiple clients, actions and deadlines without letting anything slip
- Calm and methodical under pressure, with a genuine service ethic and a knack for defusing dissatisfaction
- Commercial awareness and confidence in renewal and upsell conversations, with the judgement to recognise when an opportunity should be handed over
- Comfortable working with data and reporting - able to turn service and usage information into clear insight and action
- A proactive, customer-centric mindset - anticipating needs rather than just reacting to problems
Desired
- Experience in a SaaS, managed services or IT/technology environment
- Familiarity with customer success tooling (e.g. ScalePad)
- Exposure to renewals, upsell/cross-sell or account growth
- Working understanding of professional services sectors (legal, recruitment or similar)
- Awareness of IT service management principles (e.g. ITIL) given the reporting and escalation focus
Professional Development
The CSM is encouraged to pursue a customer success development path – e.g. CS certification, account management/commercial fundamentals and stakeholder management. Not mandated, but encouraged as part of growing into the role.
Benefits - why work at Atlas Cloud?
Aside from the great team you’ll be working with, there are many reasons to enjoy working with us:
- Unlimited annual leave allowance
- Access to Private GP Healthcare through Doctor Care Anywhere
- Free monthly perks like a Greggs food via Perkbox
- Access to Perkbox, giving discounts galore
- Great pension scheme
- A flexible approach to your working day
- Quarterly social events organised, where remote workers can travel and stay over (at our expense)
- Regular hiking days out with colleagues
- Quarterly staff awards
- Glassdoor-rated CEO, at the helm for 15+ years
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