Strategic Client Success Manager – IT MSP Growth

Searchability; City Of London; Hybrid; GBP 60,000 - 65,000; Full time

Benefits offered by this job

Quarterly commission based on net new/

Hybrid working – 3 days in London

22 days annual leave

5% pension contribution

Professional development budget

Discretionary bonus

Portfolio within growing MSP

Job summary

Searchability is seeking a Senior Client Success Manager in London to manage a portfolio of 25–30 existing client accounts, driving satisfaction, retention and profitable growth. You’ll work in a relationship-driven role bridging client needs with delivery and sales teams.

The ideal candidate has 5+ years in MSP or IT services account management, strong commercial acumen and proven ability to upsell, renew contracts and optimize account profitability.

Qualifications

• Minimum 5 years’ experience in Client Success, Account Management or Service Delivery within B2B technology or MSP.
• Strong understanding of managed IT services, IT infrastructure and cloud solutions.
• Proven track record of retaining a portfolio and achieving revenue growth.

Responsibilities

• Manage and develop relationships across a portfolio of 25–30 existing clients.
• Proactively monitor client satisfaction, account health and retention risks.
• Maintain a 95%+ client retention rate.
• Conduct Quarterly Business Reviews (QBRs), presenting performance updates and strategic roadmaps.
• Identify upsell and cross-sell opportunities across managed IT services, cloud solutions and professional services.
• Manage contract renewals, commercial agreements and client account plans.
• Monitor account profitability, gross margins, pricing and service delivery costs.
• Develop commercial proposals, negotiate agreements and manage opportunities through to completion.
• Work with technical delivery, operations and sales teams to ensure excellent client service.
• Maintain accurate CRM records, account forecasts and commercial reporting.
• Identify opportunities to improve client success processes and overall operational efficiency.

Skills

Client relationships

Account management

B2B technology

Commercial acumen

Stakeholder management

Cross-functional teamwork

Negotiation

QBR presentation

Job description

Searchability is seeking a Senior Client Success Manager in London to manage a portfolio of 25–30 existing client accounts, driving satisfaction, retention and profitable growth. You’ll work in a relationship-driven role bridging client needs with delivery and sales teams.

The ideal candidate has 5+ years in MSP or IT services account management, strong commercial acumen and proven ability to upsell, renew contracts and optimize account profitability.