Robertson Sumner
Customer Success Manager
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Senior Customer Success Manager
Why Join This Opportunity?
- Take ownership of a strategic portfolio of 10 high-value customer accounts.
- Join an established and growing Managed Services provider with a strong reputation for customer delivery.
- Influence customer strategy, retention and growth across a broad technology services portfolio.
- Work closely with senior stakeholders and decision-makers within enterprise organisations.
- Benefit from a rewarding bonus structure and clear progression opportunities.
The Role
We're seeking an experienced Senior Customer Success Manager to manage a portfolio of key customer accounts, ensuring exceptional service delivery, retention and long-term growth.
This is a highly visible role where you will act as a trusted adviser, helping customers maximise the value of their technology investments while identifying opportunities to expand services and strengthen partnerships.
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Key Responsibilities
- Manage and develop relationships across a portfolio of 10 strategic accounts.
- Act as the primary escalation point for customer satisfaction and service concerns.
- Conduct regular service reviews and strategic business discussions.
- Drive customer retention, contract renewals and revenue growth.
- Collaborate with technical, delivery and commercial teams to ensure successful outcomes.
- Identify upsell and cross-sell opportunities across managed services and professional services.
- Monitor account performance against agreed KPIs and service commitments.
- Create account plans that align customer objectives with business growth opportunities.
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What We're Looking For?
Essential
- Proven experience in a Customer Success, Account Management or Service Delivery role.
- Strong MSP or technology services background.
- Experience managing complex customer relationships.
- Commercially focused with a track record of retention and account growth.
- Excellent stakeholder management and communication skills.
Advantageous
- Experience working with enterprise or mid-market customers.
- Understanding of cloud, infrastructure, cyber security or managed services.
- Experience presenting to senior business stakeholders.
If you're passionate about delivering outstanding customer experiences and building long-term strategic relationships, we'd love to hear from you. Apply today for a confidential conversation.
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