Customer Success Manager

Cloud Decisions; Greater London; Hybrid; GBP 65,000 - 95,000; Full time

Job summary

Cloud Decisions in London is seeking a Senior Client Success Manager to own a portfolio of 25–30 clients, ensuring health, profitability, and retention. Hybrid work with at least three days in the office and a clear path to strategic leadership within a fast-growing tech business.

You will own end-to-end relationships, drive commercial outcomes, and coordinate with senior leadership to deliver measurable ROI on technology investments. Experience in mid-market B2B environments is essential.

Qualifications

• Experience managing a portfolio of mid-market B2B customers.
• Strong understanding of gross profit, margins and unit economics.
• Ability to lead quarterly business reviews (QBRs) and present strategic recommendations.
• Comfort discussing pricing, scope and profitability with stakeholders.
• Consultative in approach, diagnosing and recommending rather than selling.

Responsibilities

• Own portfolio from contract signature through the customer lifecycle.
• Monitor client health, profitability, and contract compliance.
• Protect retention and nurture profitable expansion opportunities.
• Act as commercial and strategic owner of each relationship.
• Collaborate with delivery, operations and sales to align on value delivered.

Skills

Portfolio management

B2B customer experience

QBR leadership

Commercial awareness

Negotiation

Job description

Client Success Manager – Managed IT Services

Location: Central London

Working pattern: Hybrid – minimum three days per week in the office

Commission: Quarterly, based on net-new gross profit

Most Client Success roles fall into one of two camps: glorified service coordination or relentless upselling. This one is different.

We’re working with a fast-growing London technology business looking for someone to take ownership of an established portfolio of 25–30 clients; protecting the relationships, keeping them commercially healthy and growing them when there is a genuine reason to do so.

You’ll have a strong delivery operation behind you, direct access to senior leadership and the freedom to make sensible commercial decisions without fighting through endless layers of approval.

This is an opportunity for someone who understands that great account management isn’t about selling the next available product. It’s about knowing your clients properly, spotting risks before they become problems and building profitable relationships that continue to grow over time.

The Opportunity

As Senior Client Success Manager, you’ll own your portfolio from contract signature through the entire customer lifecycle.

Your responsibilities will span five closely connected areas:

• Client health
• Profitability
• Contract compliance
• Retention

You’ll act as the commercial and strategic owner of each relationship, understanding what the client needs, how effectively the service is performing and where both risk and opportunity are developing.

What We’re Looking For

You’ll need at least three years’ experience within Client Success, Account Management or Service Delivery in a B2B technology or managed services environment.

More importantly, you’ll understand how to balance customer relationships with commercial responsibility.

You should be:

• Experienced in managing a portfolio of mid-market B2B customers.
• Confident identifying and managing retention risks.
• Commercially aware, with an understanding of gross profit, margins and unit economics.
• Comfortable discussing pricing, scope and profitability with internal and external stakeholders.
• Experienced in leading QBRs and presenting strategic recommendations.
• Able to articulate the business value and ROI of technology investments.
• Consultative in your approach—you listen, diagnose and recommend rather than simply pitch.
• Organised and disciplined across CRM activity, account plans, contracts and forecasting.
• Comfortable owning expansion opportunities and negotiating commercial agreements.
• Able to work collaboratively with technical delivery, operations and sales teams.
• Proactive enough to identify problems before they become urgent.
• Resilient, accountable and willing to learn from both wins and setbacks.

You may currently be working as a:

• Senior Client Success Manager
• Senior Account Manager
• Service Delivery Manager
• Customer Success Manager
• Client Relationship Manager
• Managed Services Account Manager

What Success Looks Like...

Your First Three Months

You’ll focus on learning the portfolio, understanding each client’s business and technical environment, and building strong relationships with key stakeholders.

You’ll develop a clear view of which accounts are healthy, which need attention and where the first relevant expansion opportunities exist.

By Month Six

You’ll be independently managing portfolio health, profitability and retention.

Your account plans will be accurate, at-risk clients will be actively managed and you’ll have consistent visibility across both commercial opportunities and potential problems.

By the End of Year One

You’ll be operating as a trusted advisor across your portfolio.

You’ll be protecting retention, maintaining profitable core services and developing previously stable accounts into healthy, growing customer relationships.

If you’re looking for a Client Success role where you can genuinely own the outcome, not simply manage meetings, chase tickets or push products—we’d be interested in speaking with you.