Customer Success Manager

Set2Recruit; Greater London; Hybrid; GBP 50,000 - 61,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Set2Recruit is seeking a Senior Customer Success Manager for a London-based MSP with a hybrid work model (3 days in office). You will own 25–30 accounts, balance health and profitability, and drive growth opportunities while safeguarding margins.

You will monitor engagement, renewals, and expansion, conducting quarterly reviews and presenting strategic roadmaps to senior stakeholders. The role requires strong Microsoft tech knowledge and a consultative, CRM-focused approach.

Qualifications

• 3+ years in Customer Success, Account Management, or Service Delivery within a MSP.
• Strong knowledge of Microsoft technologies (Microsoft 365, Azure, Intune).
• Experience managing mid-market clients and balancing retention, profitability, and growth.
• Commercially sharp with margins, pricing, and deal viability.
• Confident running QBRs and presenting strategic roadmaps to senior stakeholders.
• Consultative by nature - you listen more than you pitch.
• Operationally disciplined - organised CRM activity.

Responsibilities

• Own a portfolio of 25–30 active accounts from day one.
• Balance client health, profitability, compliance, and expansion.
• Monitor client satisfaction, engagement, and health indicators; resolve issues early.
• Manage scope, pricing alignment, renewals, and avoidance of churn.
• Lead quarterly business reviews and develop proposals for upsell/cross-sell.
• Maintain detailed account plans including budgets and expansion potential.

Skills

Customer Success

Microsoft 365

Azure

Intune

Mid-market

Pricing & margins

QBRs

Consultative selling

CRM discipline

Job description

Customer Success - Managed IT Services

Location: London (Hybrid - 3 days in office)

Commission: Quarterly, based on net new gross profit

About the Role

Our client is a specialist managed IT services provider based in London with an established client base of over 70 accounts. They are growing fast and looking for a Senior Customer Success Manager to take ownership of a portfolio of 25-30 active accounts from day one.

This is not a pure support role and it's not pure sales either. You'll be a portfolio steward - balancing client health, profitability, compliance, and expansion. Your job is to keep accounts operationally healthy, protect margin, and identify and close growth opportunities when the timing is right.

Portfolio health

Monitor client satisfaction, engagement, and health indicators across your accounts. Identify at-risk clients early, elevate where needed, and work with delivery teams to resolve issues before they become churn.

Profitability

Understand the unit economics of each account. Manage scope creep, ensure pricing aligns with service levels, and flag where accounts are over-serviced or under-optimised.

Contract management

Keep contracts current, renewals tracked, and terms clearly understood. You'll know what every client has signed up for and when renewals are due.

Retention and growth

Conduct quarterly business reviews, identify whitespace, and develop proposals for upsell and cross-sell opportunities. You'll own the full sales process from quote through to sign-off and payment. Retention target is 95%+.

Account planning

Maintain detailed account plans including IT budgets, capital plans, usage patterns, and expansion potential. You'll be a key stakeholder in all commercial decisions across your portfolio.

Who You Are

• 3+ years in Customer Success, Account Management, or Service Delivery within a Managed Service Provider (MSP)
• Solid understanding of Microsoft technologies - Microsoft 365, Azure, Intune, or similar
• Experience managing mid-market clients and balancing retention, profitability, and growth simultaneously
• Commercially sharp - comfortable discussing margins, pricing, and deal viability
• Confident running QBRs and presenting strategic roadmaps to senior stakeholders
• Consultative by nature - you listen more than you pitch
• Operationally disciplined - organised, consistent with CRM activity, and nothing falls through the cracks

What Success Looks Like

By month 3, you understand your portfolio and have identified accounts that need attention. By month 6, you're independently managing health and closing expansion deals regularly. By year one, you're hitting targets across health, profitability, retention, and expansion and earning meaningful commission.

Compensation

• Base salary: Up to £55,000
• Commission: Quarterly payouts based on net new gross profit, with accelerators for overachievement
• Hybrid working (2 days a week WFH)