Client Success Manager — Onboarding, Adoption & Value (MSP)

CloudTech24 Ltd.; England; Remote; GBP 35,000 - 55,000; Full time

Job summary

CloudTech24 is seeking a proactive Customer Success Manager (CSM) to ensure clients achieve measurable value from our IT, cybersecurity and cloud services. You will be the primary advocate for the client within the business, focusing on onboarding, engagement, service alignment, and continuous improvement.

This role is not technical support or sales, but about ensuring clients are successful and confident. The role requires relationship-building, clear communication, and coordination with

Qualifications

• Proven experience in a customer success, account management, or service relationship role.
• Experience within MSP/SaaS/IT services environments preferred.
• Strong written and verbal communication, with stakeholder management skills.

Responsibilities

• Build strong, trusted relationships with assigned client accounts.
• Act as primary non-technical contact for service experience and engagement.
• Ensure clients understand services and how they support business goals.
• Own onboarding experiences for smooth transition to managed services.
• Coordinate with internal teams to set up services and align expectations.
• Drive adoption of services, tools, and best practices to maximise value.
• Conduct regular service review meetings highlighting value delivered and trends.
• Identify risks early and work with delivery teams to address them.
• Translate operational metrics into clear client insights.
• Provide client feedback to internal teams for improvement.
• Support contract renewals by clearly showing value delivered.
• Collaborate with Service Delivery, Account Managers and tech teams.

Skills

Customer success

Account management

Stakeholder management

Communication

Data interpretation

Organised

Conflict handling

Job description

CloudTech24 is seeking a proactive Customer Success Manager (CSM) to ensure clients achieve measurable value from our IT, cybersecurity and cloud services. You will be the primary advocate for the client within the business, focusing on onboarding, engagement, service alignment, and continuous improvement.

This role is not technical support or sales, but about ensuring clients are successful and confident. The role requires relationship-building, clear communication, and coordination with