Strategic IT Customer Success Lead | Remote

Littlefish; United Kingdom; Remote; GBP 45,000 - 75,000; Full time

Benefits offered by this job

Referral bonus

LinkedIn Learning access

Healthcare cash plan

Casual dress policy

Company Pension Scheme

Company social events

25 days annual leave + holidays

Annual leave purchase scheme

Job summary

Littlefish is seeking an exceptional Customer Success Manager to own and strengthen key client relationships, driving service excellence, profitability, and long-term partnership value. You will act as a trusted advisor to senior stakeholders, ensuring contracted services are delivered and value is realised across the partnership.

You’ll lead service reviews, manage risks, and collaborate with cross-functional teams to protect profitability and identify growth opportunities.

Qualifications

• Experience managing contracted IT services in a managed-services environment.
• Ability to build trusted relationships with senior customer stakeholders.
• Excellent commercial awareness including profitability, billing and contract performance.
• In-depth ITIL knowledge with relevant accreditation.
• Experience leading service reviews, risk management and continual improvement.
• Strong analytical, communication and presentation skills.
• Confidence to influence teams and manage escalations constructively.

Responsibilities

• Own and monitor performance of contracted services.
• Lead service reviews and governance meetings.
• Monitor performance, risks, and commercial outcomes.
• Work with internal teams to resolve issues and drive improvements.
• Identify opportunities to enhance services and customer value.
• Lead account-aligned teams through a matrix structure.

Skills

ITIL knowledge

Stakeholder management

Contracted IT services

Commercial awareness

Risk management

Analytical skills

Communication skills

Job description

Littlefish is seeking an exceptional Customer Success Manager to own and strengthen key client relationships, driving service excellence, profitability, and long-term partnership value. You will act as a trusted advisor to senior stakeholders, ensuring contracted services are delivered and value is realised across the partnership.

You’ll lead service reviews, manage risks, and collaborate with cross-functional teams to protect profitability and identify growth opportunities.