Customer Success Director – Strategic Accounts

Microland Limited; Greater London; Hybrid; GBP 140,000 - 190,000; Full time

Job summary

Microland Limited, a global AI-first, platform-driven technology infrastructure services company, is seeking a Customer Success Director for strategic accounts in London or Birmingham (hybrid). You will own and grow key client relationships to deliver measurable business outcomes.

Lead executive engagements with CXOs, develop account plans aligned with client objectives, drive delivery excellence, and identify upsell opportunities.

Qualifications

• 12+ years in IT services account management or customer success.
• 5+ years managing strategic/global accounts.
• Strong experience with managed services, cloud, automation, and digital workplace solutions.

Responsibilities

• Own and grow strategic accounts with executive-level engagements.
• Develop and execute account plans aligned with client objectives and Microland’s growth.
• Ensure delivery excellence and proactive issue resolution.
• Drive adoption of cloud, automation, and digital workplace offerings.
• Identify upsell and cross-sell opportunities within existing accounts.
• Lead governance meetings and quarterly business reviews (QBRs).
• Maintain high NPS and customer satisfaction metrics.

Skills

Relationship management

Strategic thinking

Executive communication

Negotiation

Job description

Microland is the world's leading AI-first, platform-driven technology infrastructure services company. We're a 36-year-old organization serving clients in over 100 locations globally.

Microland’s driving ambition is to provide our clients with innovation, the best technologies, and strategies for adopting the next generation of digital infrastructure. We lead with our platforms under the umbrella of Intelligeni. Large enterprises rely on Microland to manage and transform their mission-critical infrastructure. 55% of our revenue comes from the North America region, 35% from EMEA, and 10% from APAC. Visit www.microland.com for more details.

Position: Customer Success Director – Strategic Accounts

Location: London or Birmingham (Hybrid)

Travel: As required across UK

Reports to: SVP – Geo Leader (EMEA)

Role Purpose

Own and grow Microland’s strategic accounts by ensuring exceptional customer experience, driving adoption of Microland’s services, and expanding wallet share. This role is critical for building long-term partnerships and delivering measurable business outcomes for clients.

Key Responsibilities

• Account Management
• Serve as the primary executive contact for strategic accounts.
• Develop and execute account plans aligned with client objectives and Microland’s growth strategy.
• Customer Success
• Ensure delivery excellence and proactive issue resolution.
• Drive adoption of Microland’s digital transformation offerings (cloud, automation, digital workplace).
• Growth & Expansion
• Identify upsell and cross-sell opportunities within existing accounts.
• Collaborate with sales and delivery teams to convert opportunities into revenue.
• Executive Engagement
• Build strong relationships with client CXOs and key stakeholders.
• Conduct regular governance meetings and quarterly business reviews (QBRs).
• Track and communicate business outcomes achieved through Microland’s services.
• Maintain high Net Promoter Score (NPS) and customer satisfaction metrics.
• Anticipate and mitigate account risks through proactive planning.
• Ensure contractual compliance and SLA adherence.
• OEM Partnership
• Enable Better Solution Integration

Required Skills & Experience

• Experience: 12+ years in IT services account management or customer success, with at least 5 years managing strategic/global accounts.
• Expertise: Managed services, cloud, automation, and digital workplace solutions.
• Global Delivery Model Knowledge: Strong understanding of offshore/nearshore delivery frameworks.
• Competencies: Relationship management, strategic thinking, negotiation, and executive communication.

(EEO) Microland is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.