Client Success Manager

Searchability; City Of London; Hybride; GBP 35 000 - 55 000; Plein temps

Avantages offerts par ce poste

Hybrid work

22 days leave

5% pension

Professional development

Discretionary bonus

Career progression

Résumé du poste

Searchability is seeking a Client Success Manager in London to manage an existing portfolio of clients in a hybrid role (3 days in the office). You will collaborate with technical delivery and senior management to support contract renewals, client reviews and identify opportunities for account growth, including upsell and cross-sell across managed IT services.

The role requires strong communication, relationship-building and organisational skills, with a customer-focused approach within a

Qualifications

• 1–3 years’ experience in Customer Success or account management.
• Experience in MSP/IT services advantageous.
• Strong communication and stakeholder management.
• Ability to manage multiple client relationships.

Responsabilités

• Build and maintain strong relationships with existing clients.
• Monitor client satisfaction and service performance.
• Support contract renewals and client reviews.
• Identify upsell and cross-sell opportunities.
• Maintain accurate CRM records.
• Collaborate with technical engineers and service delivery teams.
• Prepare quotations and commercial recommendations.
• Contribute to client retention and growth.

Connaissances

Customer Success

Account Management

CRM systems

Stakeholder management

Communication skills

Outils

CRM systems

Description du poste

Client Success Manager

Location: London – Hybrid (3 days in office)
Job Type: Permanent, Full-Time
Working Hours: Monday–Friday, 8:30am–5:30pm

About the Company

Our client is a growing London-based Managed IT Services Provider (MSP), specialising in IT solutions and support for businesses within the creative sector. Supporting over 70 clients across the UK and internationally, they provide managed IT services, cloud solutions, infrastructure support and technology consultancy.

Due to continued growth, they are looking for a motivated and commercially minded Client Success Manager to join their team.

About the Role

As a Client Success Manager, you will manage relationships with an existing portfolio of clients, ensuring high levels of customer satisfaction, supporting client retention and identifying opportunities for account growth.

Working closely with technical delivery teams and senior management, you will support contract renewals, client reviews, service delivery and commercial opportunities.

This is an excellent opportunity for someone with experience in customer success or account management within the IT sector looking to develop their career within a growing MSP.

Key Responsibilities

• Build and maintain strong relationships with existing clients, acting as a key point of contact.
• Monitor client satisfaction, account health and service performance.
• Identify potential retention risks and work with internal teams to resolve issues.
• Support contract renewals and maintain accurate client records.
• Assist with preparing and delivering client business reviews.
• Identify upselling and cross-selling opportunities across managed IT services, cloud solutions and infrastructure.
• Support the preparation of quotations, proposals and commercial recommendations.
• Work closely with technical engineers and service delivery teams to ensure client requirements are met.
• Maintain accurate CRM records, account plans and commercial activity.
• Contribute to client retention, account growth and customer satisfaction targets.

Skills andamp; Experience Required

• Ideally 1–3 years’ experience in Customer Success, Account Management, Client Services or a similar B2B role.
• Experience within an MSP, IT services provider, SaaS or technology business would be advantageous.
• Strong communication, relationship-building and stakeholder management skills.
• Commercial awareness with an interest in account growth, upselling and cross-selling.
• Excellent organisational skills and ability to manage multiple client relationships.
• Experience using CRM systems and maintaining client records.
• Proactive, customer-focused approach with strong problem-solving abilities.
• Ability to collaborate with technical and commercial teams.

Desirable Skills

• Understanding of managed IT services, Microsoft 365, cloud solutions or IT infrastructure.
• Experience with contract renewals, client reviews or service delivery.
• Exposure to SME or mid-market clients.
• Knowledge of SLAs and IT support environments.

Benefits

• Hybrid working – 3 days in the London office.
• 22 days’ annual leave, increasing to 25 days.
• 5% pension contribution.
• Professional development budget.
• Discretionary bonus.
• Career progression opportunities within a growing MSP.