Client Success Manager, MSP & IT Services

OPR Resourcing Specialists; Send; On-site; GBP 36,000 - 46,000; Full time

Job summary

OPR Resourcing Specialists in Send (Woking area) is hiring a Customer Success Manager to build strong client relationships and ensure measurable value from IT and cloud services. This office-based role focuses on outcomes, engagement, retention, and long-term success, not technical support or sales.

You will manage onboarding, drive service adoption, and lead regular reviews with cross-functional teams to translate metrics into insights. Excellent communication and stakeholder mgmt are essential.

Qualifications

• Proven experience in Customer Success, Account Management, or Service Relationship Management.
• Experience in MSP, SaaS, or IT services environment is highly desirable.
• Excellent communication and stakeholder management skills.
• Ability to interpret service data and explain it clearly to non-technical audiences.
• Strong organisational skills with multiple client relationships.
• Calm, professional handling of challenging conversations.

Responsibilities

• Build strong, long-term relationships with a portfolio of client accounts.
• Act as the main non-technical point of contact for service experience and engagement.
• Own the client onboarding journey, ensuring a smooth transition into managed services.
• Ensure clients clearly understand their services and how they support business outcomes.
• Drive adoption of services, tools, and best practices to maximise client value.
• Lead regular service review meetings, demonstrating value, trends and improvements.
• Translate service metrics into client-friendly insights.
• Collaborate with service delivery, technical, and account teams to ensure alignment.
• Identify risks, dissatisfaction or churn indicators early and act proactively.
• Support contract renewals by clearly showing delivered value.
• Contribute to ongoing improvement of customer success processes and playbooks.

Skills

Customer Success

Account Management

Stakeholder management

MSP experience

SaaS exposure

Job description

OPR Resourcing Specialists in Send (Woking area) is hiring a Customer Success Manager to build strong client relationships and ensure measurable value from IT and cloud services. This office-based role focuses on outcomes, engagement, retention, and long-term success, not technical support or sales.

You will manage onboarding, drive service adoption, and lead regular reviews with cross-functional teams to translate metrics into insights. Excellent communication and stakeholder mgmt are essential.