Strategic IT Success Partner

Academia Group; Greater London; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Gym membership contribution

Health Cash Plan

Increased annual leave with length of‑

Birthday day off

Length of service bonus

Free Will Writing service

Job summary

Academia Group is seeking a Senior Customer Success Manager to partner with a focused set of clients, helping them shape IT strategy and roadmaps. You will turn technical insights into actionable guidance for senior stakeholders and deliver measurable value through structured QBRs and strategic plans.

You will own relationships, coordinate cross-functional teams and support customers across education, public sector and business sectors with strong commercial and analytical skills.

Qualifications

• Experience in a Managed Service Provider (MSP) environment and IT services
• Proven track record in Customer Success, Service Account Management or Virtual IT Director/CTO-style role
• Ability to interpret IT health, risk and performance data for non-technical stakeholders
• Experience leading QBRs and structured client reviews
• Strong documentation and data discipline (CRM, QBR outputs)

Responsibilities

• Own a focused portfolio of customer relationships and act as trusted strategic contact
• Plan, deliver and document high-quality QBRs with IT Health Scorecards and roadmap recommendations
• Guide customers through IT Health Scorecard and Strategy frameworks to align with goals
• Identify risks and opportunities before they become issues
• Translate needs into clear value-led recommendations for services and improvements
• Maintain retention by demonstrating ongoing value and future priorities
• Collaborate with service desk, projects, security and pre-sales to deliver outcomes

Skills

Strategic account management

Stakeholder management

IT service delivery

QBRs & roadmaps

Risk identification

Relationship building

Presentation & communication

Job description

Academia Group is seeking a Senior Customer Success Manager to partner with a focused set of clients, helping them shape IT strategy and roadmaps. You will turn technical insights into actionable guidance for senior stakeholders and deliver measurable value through structured QBRs and strategic plans.

You will own relationships, coordinate cross-functional teams and support customers across education, public sector and business sectors with strong commercial and analytical skills.