Customer Success Manager – UK

CloudTech24 Ltd.; England; Remote; GBP 35,000 - 55,000; Full time

Job summary

CloudTech24 is seeking a proactive Customer Success Manager (CSM) to ensure clients achieve measurable value from our IT, cybersecurity and cloud services. You will be the primary advocate for the client within the business, focusing on onboarding, engagement, service alignment, and continuous improvement.

This role is not technical support or sales, but about ensuring clients are successful and confident. The role requires relationship-building, clear communication, and coordination with

Qualifications

• Proven experience in a customer success, account management, or service relationship role.
• Experience within MSP/SaaS/IT services environments preferred.
• Strong written and verbal communication, with stakeholder management skills.

Responsibilities

• Build strong, trusted relationships with assigned client accounts.
• Act as primary non-technical contact for service experience and engagement.
• Ensure clients understand services and how they support business goals.
• Own onboarding experiences for smooth transition to managed services.
• Coordinate with internal teams to set up services and align expectations.
• Drive adoption of services, tools, and best practices to maximise value.
• Conduct regular service review meetings highlighting value delivered and trends.
• Identify risks early and work with delivery teams to address them.
• Translate operational metrics into clear client insights.
• Provide client feedback to internal teams for improvement.
• Support contract renewals by clearly showing value delivered.
• Collaborate with Service Delivery, Account Managers and tech teams.

Skills

Customer success

Account management

Stakeholder management

Communication

Data interpretation

Organised

Conflict handling

Job description

CloudTech24 is a growing Managed Service Provider delivering IT support, cybersecurity, and cloud services to organisations around the world. We are seeking a proactive and relationship-driven Customer Success Manager (CSM) to ensure our clients achieve measurable value from our services and remain long-term partners of CloudTech24.

The Customer Success Manager acts as the primary advocate for the client within the business, focusing on onboarding, engagement, service alignment, and continuous improvement. This role is not technical support or sales, it is about ensuring clients are successful, informed, and confident in the services we provide.

Job Type: Full time

Working Hours: 9am to 5pm, Monday to Friday

Work Location: In person in our Send (Surrey, UK) office

Email: [e-mail]

Closing date for applications: 9 October 2026.

Role overview

CloudTech24 is a growing Managed Service Provider delivering IT support, cybersecurity, and cloud services to organisations around the world. We are seeking a proactive and relationship-driven Customer Success Manager (CSM) to ensure our clients achieve measurable value from our services and remain long-term partners of CloudTech24.

The Customer Success Manager acts as the primary advocate for the client within the business, focusing on onboarding, engagement, service alignment, and continuous improvement. This role is not technical support or sales, it is about ensuring clients are successful, informed, and confident in the services we provide.

Job Type: Full time

Working Hours: 9am to 5pm, Monday to Friday

Work Location: In person in our Send (Surrey, UK) office

Email: [e-mail]

Closing date for applications: 9 October 2026.

Key responsibilities

• Build strong, trusted relationships with assigned client accounts
• Act as the primary non-technical point of contact for clients on service experience and engagement
• Ensure clients clearly understand the services they receive and how they support their business goals
• Own the client onboarding experience, ensuring a smooth transition into managed services
• Coordinate internally to ensure services are set up correctly and expectations are aligned
• Drive adoption of services, tools, and best practices to maximise client value
• Conduct regular service review meetings, focusing on highlight the value CloudTech24 delivers, outcomes, trends, and improvement opportunities
• Work with Service Delivery and Technical teams to identify and address risks before they become issues
• Translate operational metrics into clear, client-friendly insights
• Act as the client’s internal advocate, ensuring feedback is heard and acted upon
• Identify early warning signs of dissatisfaction or churn and take proactive action
• Support contract renewals by ensuring clients clearly see the value delivered
• Work closely with Service Delivery Managers, Account Managers, and technical teams to ensure alignment
• Provide structured feedback to internal teams on client sentiment, expectations, and improvement areas
• Contribute to the refinement of customer success processes, playbooks, and reporting.

Qualifications required

Requirements and skills

• Proven experience in a customer success, account management, or service relationship role
• Experience within an MSP, SaaS, or IT services environment is strongly preferred
• Strong communication and stakeholder management skills, both written and verbal
• Ability to interpret service data and communicate it clearly to non-technical audiences
• Highly organised with the ability to manage multiple client relationships effectively
• Confident handling difficult conversations in a professional and constructive manner.

Key Attributes

• Client-first mindset with a focus on long-term value and outcomes
• Calm, empathetic, and professional under pressure
• Naturally proactive, spots issues early and acts on them
• Comfortable working cross-functionally to get things done
• Commercially aware without being sales-driven