Customer Success Team Leader

Msp Limited; Manchester; Hybrid; GBP 38,000 - 45,000; Full time

Job summary

A Managed Service Provider in Manchester is seeking an experienced Customer Success Team Lead to manage high-value client accounts and lead a team in a fast-paced environment. The role focuses on developing long-term client relationships, aligning IT roadmaps with business goals, and refining Customer Success processes. Ideal candidates will have experience in MSPs and possess strong leadership and commercial skills. The position offers a salary up to £45,000 and a hybrid working model.

Benefits

Hybrid working model

Opportunity for team leadership

Supportive and collaborative environment

Qualifications

• Proven experience in a client-facing leadership role within an MSP.
• Experience leading teams within a service-led or recurring-revenue environment.
• Strong understanding of managed services and support models.

Responsibilities

• Lead and develop a Customer Success team in a Managed Services environment.
• Own key managed service accounts and build trusted client relationships.
• Support the team in identifying upsell and cross-sell opportunities.

Skills

Experience in a Managed Service Provider (MSP)

Leadership and mentoring

Stakeholder engagement

Commercial awareness

Tools

Autotask PSA

HubSpot

Azure DevOps

Xero

Microsoft Business Central

Microsoft Office

Microsoft Project

Job description

Overview

We are working with a Managed Service Provider (MSP) that is investing heavily in the growth of its Customer Success function. They are seeking an experienced Customer Success Team Lead to build and lead a Customer Success team within a fast-paced, service-led MSP environment. This is a strategic, hands-on role combining people leadership, account ownership, and commercial oversight. You will manage a portfolio of high-value managed service clients while coaching the team to deliver proactive, outcome-driven customer success. The focus is on long-term retention, service adoption, and aligning IT roadmaps with client business goals.

Responsibilities

• Lead, mentor, and develop a Customer Success team operating within a Managed Services environment
• Act as senior owner for key managed service accounts, building long-term, trusted client relationships
• Own and refine MSP-focused Customer Success processes, including onboarding, service reviews (QBRs), renewals, and contract lifecycle management
• Support the team in identifying service expansion, upsell, and cross-sell opportunities across managed service clients
• Act as the escalation point for complex service issues, major incidents, and large-scale procurement projects
• Work closely with technical, service delivery, and strategic teams to ensure managed service offerings align with customer needs and market demand
• Balance team workload to ensure the wider managed client base receives consistent, proactive engagement
• Drive adoption of the MSP\'s service roadmap across the entire customer portfolio

Essential qualifications

• Proven experience in a Managed Service Provider (MSP), either in Customer Success, Account Management, Service Delivery, or a similar client-facing leadership role
• Experience leading, mentoring, or coaching teams within a service-led or recurring-revenue environment
• Strong understanding of managed services, including hardware, software, licensing, and ongoing support models
• Strategic mindset with the ability to align a client\'s 3-year IT roadmap with current managed service solutions
• Confident engaging with senior stakeholders and handling service escalations
• Strong commercial awareness and consultative approach to account growth

Desirable qualifications

• Experience helping to build or mature a Customer Success function within an MSP
• Exposure to renewal management, contract negotiation, or service expansion planning
• Experience with MSP and service delivery systems is advantageous, including:
• Autotask PSA
• HubSpot
• Azure DevOps
• Xero
• Microsoft Business Central
• Microsoft Office (Teams, Outlook, etc.)
• Microsoft Project

Benefits and enabling details

• Salary up to £45,000, depending on experience
• Hybrid working model with a Manchester city-centre office (M4 1LN)
• Opportunity to shape and lead Customer Success within a growing MSP
• High-impact role with visibility across service delivery, sales, and leadership teams
• Supportive, collaborative, and technically driven environment