Customer Success Manager

Primis; Slough; 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 hiring a Senior Customer Success Manager to own key client relationships across IT, Security, Data and AI services. You will drive onboarding, ensure long-term success, and spearhead revenue growth through upsell opportunities.

Engage with senior stakeholders, manage a dynamic hybrid workflow, and partner with Sales/Tech teams to elevate the client experience and outcomes.

Qualifications

• 5+ years in Customer Success, Account Management or B2B Sales.
• Proven track record hitting retention, growth or revenue targets.
• Confident engaging with senior stakeholders and in commercial talks.
• Strong CRM & Microsoft 365 knowledge; excellent communication.

Responsibilities

• Own and grow a portfolio of 20–30 key accounts across IT, Security, Data and AI.
• Lead onboarding experiences to set clients up for long-term success.
• Spot and convert upsell/cross-sell opportunities to drive revenue.
• Deliver service reviews and account plans showing real value.
• Build relationships with senior/C-level stakeholders as trusted advisor.
• Use Halo CRM and data insights to anticipate needs and flag risks.
• Collaborate with Sales and Technical teams to improve client experience.

Skills

Customer Success

Account Management

B2B Sales

CRM tools

Microsoft 365

Stakeholder management

Communication

Presentation skills

Tools

CRM tools

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