Account Manager

Set2Recruit; Greater London; Hybrid; GBP 55,000 - 60,000; Full time

Benefits offered by this job

Hybrid working

Quarterly commission

London office

Job summary

Set2Recruit is seeking a relationship-first Account Manager in London to own an established client portfolio within a growing managed IT services provider. You’ll inherit 25–30 active accounts and act as the trusted point of contact to ensure customer success, value delivery, and long-term engagement.

You’ll drive end-to-end relationships from onboarding through renewal, spot risks early, and pursue cross-sell opportunities while maintaining contract integrity and profitability across your

Qualifications

• 3+ years in Account Management within managed services.
• Relationship-led by nature with strong listening skills.
• Commercially minded with understanding of margins and deals.

Responsibilities

• Champion customer success across your portfolio and build deep relationships with key stakeholders.
• Own the client relationship end to end from onboarding to renewal.
• Identify at-risk accounts early and take ownership to resolve issues.
• Grow relationships into commercial opportunities through upsell and cross-sell where appropriate.
• Keep contracts and compliance tight with accurate account plans and renewal tracking.

Skills

Account Management

Relationship Building

Active Listening

Commercial Awareness

Proactivity & Organisation

Client-facing Communication

Job description

London | Hybrid (2 days WFH) | MSP | 3+ Years MSP Account Management/Customer Success Experience Required

About the Role

We're working with a growing managed IT services provider based in London who are looking for a relationship-first Account Manager to take ownership of an established client portfolio.

You'll inherit 25–30 active accounts from day one and become the trusted point of contact across each of them. At the heart of this role is genuine customer success — understanding what your clients are trying to achieve, making sure they're getting real value from their services, and building the kind of long-term relationships that keep them engaged, loyal, and growing with you.

This isn't about chasing new logos. It's about being the person your clients actually want to pick up the phone to.

What You'll Do

Champion customer success across your portfolio.

Your primary focus is making sure every client feels supported, understood, and valued. You'll build deep relationships with key stakeholders, stay close to their business objectives, and proactively check in — not just at renewal time. You'll be the first to spot when a client isn't getting what they need and the first to do something about it.

Own the client relationship end to end.

From onboarding through to renewal and beyond, you're the constant. You'll conduct regular touchpoints and structured quarterly business reviews, digging into how clients are using their services, what's working, what isn't, and where their business is heading. Clients should see you as a partner, not a vendor.

Identify and act on at-risk accounts early.

You'll track satisfaction signals, engagement levels, support patterns, and payment behaviour to flag concerns before they become problems. When you spot a risk, you'll take ownership — bringing in the right people, resolving issues quickly, and rebuilding trust where needed.

Grow relationships into commercial opportunities.

The strongest upsell comes from genuine understanding. When you know your clients well, expansion conversations happen naturally. You'll identify opportunities for cross-sell, additional services, user seat growth, professional services, and infrastructure upgrades — and close them because the timing and fit are right, not because you're hitting a quota.

Keep contracts and compliance tight.

You'll maintain accurate account plans and client records, track renewal dates well in advance, and make sure every client is clear on what they have, what they're paying for, and what's coming next. No surprises.

Steward profitability across your book.

You'll understand the unit economics of each account — monitoring margin, managing scope creep, and keeping core managed services profitable. You'll know when to push back on requests that sit outside scope and when to invest more to protect a strategic relationship.

Feed into operational excellence.

You'll flag process gaps and client feedback that can make the wider team more effective, and work with delivery teams to translate client insight into service improvements.

Who You Are

• 3+ years in Account Management within managed services, working with mid-market clients
• Relationship-led by nature — you remember the details, follow through on commitments, and make clients feel genuinely looked after
• A strong listener — you ask the right questions and connect the dots between what clients say and what they actually need
• Commercially minded — you can discuss margin, pricing, and deal structure, and you know when an opportunity is worth pursuing
• Proactive and organised — you stay on top of a complex portfolio without letting things slip through the cracks
• Confident in client-facing situations — QBRs, strategic conversations, difficult conversations
• Resilient and self-aware — you take ownership of outcomes, good and bad

What Success Looks Like

Months 1–3: You know your portfolio inside out. Key stakeholders know your name and trust you. You've identified the accounts that need attention and have a plan for each.

Month 6: Clients are engaged, retention is on track at 95%+, and expansion deals are closing naturally from relationships you've built.

Year 1: Your clients see you as a trusted partner. You're consistently hitting targets across health, retention, and growth — and your portfolio is in better shape than when you inherited it.

The Package

• £55,000 base salary (dependent on experience)
• Quarterly commission on net new gross profit — overachievement rewarded at a premium rate
• Hybrid working — 3 days London office, 2 days WFH
• 40 hours per week, Monday–Friday, 8:30am–5:30pm