Customer Success Manager

Primis; Greater London; Hybrid; GBP 50,000 - 75,000; Full time

Benefits offered by this job

Up to £50k base (up to £75k OTE)

Private health care

Hybrid working

Pension contributions

Flexible working

Job summary

Primis in London is seeking a Senior Customer Success Manager to own and grow a portfolio of 20–30 key accounts across IT, Security, Data, and AI services. You will lead onboarding, identify upsell opportunities, and deliver strategic reviews to demonstrate value.

Join a fast-scaling MSP with hybrid working in London. The role requires 5+ years in customer success, strong stakeholder engagement, and a track record of hitting retention and revenue targets.

Qualifications

• 5+ years in Customer Success, Account Management, or B2B Sales in MSP/cloud/tech environments.
• Proven track record hitting retention, growth, or revenue targets.
• Confident engaging with senior stakeholders and comfortable in commercial conversations.
• Strong working knowledge of CRM tools and Microsoft 365.
• Excellent communication and presentation skills.
• Growth mindset: coachable, resilient under pressure, always looking to improve.

Responsibilities

• Own and grow a portfolio of 20 to 30 key accounts across IT, Security, Data, and AI services.
• Lead onboarding experiences to set clients up for long-term success.
• Spot and convert upsell/cross-sell opportunities to drive revenue growth.
• Deliver regular service reviews and strategic account plans demonstrating value.
• Build relationships at senior/C-level, becoming an advisor rather than just an account manager.
• Use Halo CRM and data insights to anticipate client needs and flag risks.
• Act as escalation point for complex issues and resolve quickly.
• Collaborate with Sales and Technical teams to improve the client Experience.

Skills

Customer Success

Account Management

B2B Sales

Retention / Revenue targets

Senior stakeholder engagement

CRM tools

Microsoft 365

Communication skills

Growth mindset

Upsell / cross-sell

Tools

Halo CRM

Microsoft 365

Job description

Customer Success Manager

Industry: IT Managed Services / Tech

Location: London, UK (Hybrid)

Salary: up to £50,000 + commission (OTE £75,000)

We're partnering exclusively with a fast-scaling IT Managed Services Provider that grew 40% last year and recently expanded into Data Platform and AI, including certification as a Claude implementation partner.

They're a tight-knit team headquartered in London, and they're now hiring a Senior Customer Success Manager to own some of their most important client relationships. If you thrive at the intersection of technology, commercial strategy, and genuine client partnership, this one's worth a look.

The role

• Own and grow a portfolio of 20 to 30 key accounts, serving as the trusted point of contact across IT, Security, Data, and AI services
• Lead onboarding experiences that set clients up for long-term success from day one
• Spot and convert upsell and cross-sell opportunities — you'll be expected to contribute directly to revenue growth
• Deliver regular service reviews and strategic account plans that demonstrate real valueBuild relationships at senior and C-level, becoming a genuine advisor rather than just an account manager
• Use Halo CRM and data insights to stay ahead of client needs and flag risks early
• Act as an escalation point when things get complex, resolving issues with speed and calm
• Collaborate closely with Sales and Technical teams to continuously improve the client experience

Skills needed

• 5+ years in Customer Success, Account Management, or B2B Sales, ideally within MSP, cloud, or tech environments
• A proven track record hitting retention, growth, or revenue targets
• Confidence engaging with senior stakeholders and comfortable in commercial conversations
• Strong working knowledge of CRM tools and Microsoft 365
• Excellent communication and presentation skills. You can make complex things clear
• A growth mindset: you're coachable, resilient under pressure, and always looking to improve

Benefits

• Up to £50k base (up to £75k OTE)
• Private health care
• Hybrid working
• Pension contributions
• Flexible working