Scout Global
Manager of Customer Success
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Customer Success Manager - Team Leader (Player/Coach) - New Function Specialist Managed Service Provider £80,000- £85,000 Base + 20% Bonus London Hybrid - 3 days a week
We are hiring a Customer Success Manager - Team Leader (Player/Coach) to help build a new CSM function within a specialist MSP that are experiencing a high level of growth. The role will eventuallly move into CSM Team Leader position with a headcount. This is not a plug-and-play CS role. It is an opportunity to build something from the ground up, to define what “great” looks like and set the standard.
What you’ll be responsible for Owning the post-sale customer journey across a defined portfolio Building and maintaining strong, multi-level customer relationships Monitoring customer health and driving retention strategies. Understanding customer environments and identifying change impacts Aligning services to evolving business and risk priorities Feeding structured customer insight back into the business Working cross-functionally with Account Management, Technical, and Service teams to deliver a seamless experience
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What we’re looking for Experience in Customer Success, Account Management, Pre-Sales, Consultancy, or Client Services within tech/MSP environments Strong technical literacy (backup, cloud, cyber recovery concepts) Proven track record in retention, churn reduction, and account growth Commercial awareness and comfort working alongside revenue targets. Ability to engage both technical stakeholders and senior decision-makers. Clear, confident communicator — especially in structured forums like QBRs Analytical mindset with the ability to turn insight into action.
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Why this role You’ll shape a Customer Success function from day one. You’ll have real influence on how customers experience the business. You’ll work in an environment that values clarity, ownership, and outcomes. You’ll see the impact of your work, quickly and directly.
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