Senior Customer Success Manager

Academia the Technology Group

Hemel Hempstead

On-site

GBP 65,000 - 90,000

Full time

37 hours ago

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Job summary

Academia the Technology Group is seeking a Senior Customer Success Manager to become a trusted technology partner for a focused portfolio of clients, helping them build IT strategies and roadmaps that genuinely improve how their organisations work, using our managed services.

You will own relationships with senior stakeholders, delivering QBRs and translating IT insights into practical, value-driven recommendations that drive security, productivity and client success.

Qualifications

Experience in an MSP environment with IT service delivery, SLAs and escalation models.
Proven background in a Customer Success/Service Account Management or Virtual IT Director style role.
Strong grasp of IT service management concepts and performance reporting.
Experience leading QBRs and structured client service reviews.
Ability to present IT health, risk and performance data to non-technical stakeholders.
Experience building IT roadmaps and lifecycle planning.
Experience with Microsoft 365 and cloud services, devices and identity.
Knowledge of networking, security basics (backup, patching, MFA, endpoint protection).
Ability to collaborate with Service Desk, Projects, Security and Pre-Sales to drive outcomes.
Excellent relationship-building and organisational skills.

Responsibilities

Own a focused portfolio of customer relationships and act as trusted strategic contact.
Plan, deliver and document high-quality Quarterly Business Reviews.
Guide customers through IT Health Scorecard and Strategy frameworks to align with goals.
Identify risks and opportunities before they become issues.
Translate needs and data into clear, value-led recommendations for services and projects.
Support customer retention and renewals by demonstrating tangible value.

Skills

MSP experience

Customer Success

Service delivery

QBR leadership

IT health data

IT roadmaps

MS 365 & Cloud

Identity & devices

Networking

Cyber security basics

Cross-team collaboration

Stakeholder management

Job description

This is a high-impact role within Managed IT Services for someone who wants to genuinely make a difference at the customers they work with.

As a Senior Customer Success Manager (CSM), you will become a trusted technology partner to a focused portfolio of our clients, helping them make better decisions, build stronger IT strategies and create technology roadmaps that genuinely improve how their organisations work, using our best-in-class IT Managed Services.

Our CSMs play a uniquely influential and high-profile role. You will act as a critical friend, sitting at the centre of customer relationships providing service insight, strategic planning and working closely with senior leaders to turn IT from a cost into an enabler for our clients' missions.

You will join a thriving CSM team and use our proven frameworks to help clients understand where they are today, where they need to get to, and what practical steps will move them forward. That means identifying risks before they become problems, spotting opportunities for improvement and translating technical insight into clear, confident recommendations that senior stakeholders can act on.

We deliberately cap the number of accounts each CSM owns so you have the time and space to build deep relationships and deliver meaningful value.

This is a fantastic opportunity for someone who enjoys building meaningful, long-term relationships and wants to see the direct impact of their work.

You will help charities, education providers, public sector bodies and businesses get more from technology, while developing your own strategic, commercial, analytical and presentation skills in a team that values curiosity, ownership and customer advocacy.

Why is this role exciting?

This is not a traditional account management role. It is an opportunity to become a genuine strategic partner to customers who rely on technology to deliver important work every day. You will have the scope to influence IT decisions, shape long-term roadmaps and help organisations become more secure, productive and confident in the way they use technology.

You will work directly with senior stakeholders, helping them understand their IT landscape and make confident, informed decisions.
You will use our IT Health Scorecard, QBR and Roadmap & Strategy frameworks to turn service insight into clear, practical recommendations that customers can act on
You will own a focused portfolio rather than being spread too thin, giving you the time to build proper relationships and deliver meaningful, measurable value
You will work across a varied customer base, including charities, education providers, public sector organisations and businesses where technology has a direct impact on people, productivity and mission delivery
You will be joining a high performing Customer Success function where your ideas, feedback and customer insight can help shape how we develop the service in the future

Amongst other tasks, you will be responsible for:

Owning a focused portfolio of customer relationships, becoming their trusted strategic point of contact for IT services, strategy and technology improvement conversations
Plan, deliver and document high-quality Quarterly Business Reviews that customers genuinely value, built around IT Health Scorecards, service insight and practical roadmap recommendations
Guide customers through our IT Health Scorecard, Roadmap & Strategy frameworks, connecting technology decisions to their organisational goals, pressures and ambitions
Proactively identify risks, service trends, lifecycle needs and improvement opportunities before they become urgent customer issues
Identify whitespace for growth, optimisation and efficiency opportunities that are relevant, timely and genuinely useful to the customer
Translate customer needs and service data into clear, value-led recommendations for services, projects and continual improvement activities
Maintain customer retention and renewals by demonstrating value, building confidence and creating a clear view of future priorities
Act as the internal customer advocate, bringing together Service Desk, Projects, Security, Pre-Sales and commercial teams to deliver joined-up outcomes

For a Senior Customer Success Account Manager, this creates a brilliant environment to grow. You will be surrounded by technical specialists, service experts, commercial teams and strategic consultants, giving you the support and capability to solve real customer challenges and develop credible, outcome-focused recommendations.

Requirements

Key Skills:

Previous experience within a Managed Service Provider (MSP) environment, with a clear understanding of IT service delivery, SLAs, and escalation models
Proven experience in a Customer Success, Service Account Management, or Virtual IT Director / Virtual CTO-style role within IT or technology services
Strong understanding of IT service management concepts, including incident, problem, change, and service performance reporting
Experience leading Quarterly Business Reviews (QBRs) and structured client service reviews
Ability to understand, interpret, and present IT health, risk, and performance data to non-technical stakeholders
Experience leading IT roadmaps, lifecycle planning, and technology improvement planning
Full working knowledge of core IT domains, such as:
Microsoft 365 and cloud services
End-user devices and identity management
Networking and connectivity
Cyber security fundamentals (e.g. backup, patching, MFA, endpoint protection)
Experience collaborating with Service Desk, Projects, Security, and Pre-Sales teams to drive customer outcomes
Strong relationship-building skills, with the ability to build trust and credibility at both operational and senior stakeholder levels
Highly organised, with strong documentation and data discipline (CRM, customer records, QBR outputs)

Benefits

Why Academia?

At Academia, we are redefining the landscape of IT services across education, business, public sector and nonprofit sectors. As an innovative and rapidly expanding technology company, we're not just a supplier—we're a trusted partner to thousands of clients nationwide. With over 20 years of expertise, double-digit growth, a team of over 270+ professionals and revenues exceeding £150 million in FY26, we've earned a reputation as a top-tier IT solutions provider. Our dedication has been recognised with prestigious industry accolades, including the coveted CRN Reseller of the Year award. Our ethos is simple: by delivering outstanding technology and ensuring it works seamlessly, we empower our clients to maximise their tech investments. Their IT success is our business. We foster a culture rooted in our people, teamwork, innovation, integrity, ambition and a commitment to exceptional customer service. Backed by Strive Capital since 2020, we're continuously expanding, exploring new frontiers with a strong financial and strategic foundation. Our dedicated Lifecycle Services division exemplifies our promise to sustainability, offering comprehensive IT lifecycle solutions that reduce environmental impact. At Academia, you'll find more than just a job—you'll find an opportunity to be part of one of the UK's most exciting tech success stories. If you're passionate about technology, eager to make an impact and ready to grow with a dynamic, supportive team, we'd love to hear from you.

A sneak peek at some of our employee benefits;