Strategic IT Success Partner (Senior CSM)

Academia the Technology Group; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Gym membership contribution

Health Cash Plan

Increased annual leave with length of

Complimentary day off on your birthday

Length of service bonus

Free Will Writing service

Job summary

Academia the Technology Group in London seeks a Senior Customer Success Manager to become a trusted technology partner for a focused client portfolio. You will help clients shape IT strategies, roadmaps and enable organisational outcomes through our managed services.

You will engage with senior stakeholders, deliver strategic recommendations and collaborate with Service Desk, Projects, Security and Pre-Sales to drive measurable value and renewals.

Qualifications

• Experience in an MSP environment with IT service delivery, SLAs and escalation models.
• Proven success in a Customer Success, Service Account Management or Virtual IT Director/Virtual CTO role within IT or technology services.
• Strong understanding of IT service management concepts and performance reporting.
• Experience leading QBRs and structured client service reviews.
• Ability to interpret and present IT health, risk and performance data to non-technical stakeholders.
• Experience leading IT roadmaps, lifecycle planning and technology improvement planning.
• Core IT domains: Microsoft 365 and cloud services; end-user devices and identity management; networking.
• Cyber security fundamentals (backup, patching, MFA, endpoint protection).
• Experience collaborating with Service Desk, Projects, Security and Pre-Sales teams to drive customer outcomes.
• Strong relationship-building skills and ability to build trust with senior stakeholders.
• Highly organized with strong documentation and data discipline (CRM, customer records, QBR outputs).

Responsibilities

• Own a focused portfolio of customer relationships as trusted strategic point of contact for IT services, strategy and improvement conversations.
• Plan, deliver and document high-quality Quarterly Business Reviews built around IT Health Scorecards and roadmap recommendations.
• Guide customers through IT Health Scorecard and Strategy frameworks, linking technology decisions to organisational goals.
• Proactively identify risks, service trends and improvement opportunities before they become urgent issues.
• Identify whitespace for growth, optimisation and efficiency opportunities relevant to the customer.
• Translate customer needs and service data into clear, value-led recommendations for services and projects.
• Maintain customer retention and renewals by demonstrating value and future priorities.
• Act as internal customer advocate, coordinating Service Desk, Projects, Security and Pre-Sales for joined-up outcomes.

Skills

MSP experience

Customer Success

IT service management

QBRs

IT roadmaps

Data interpretation

Microsoft 365

Cloud services

End-user devices

Networking

Cyber security basics

Stakeholder management

Relationship building

Documentation

Tools

CRM

Job description

Academia the Technology Group in London seeks a Senior Customer Success Manager to become a trusted technology partner for a focused client portfolio. You will help clients shape IT strategies, roadmaps and enable organisational outcomes through our managed services.

You will engage with senior stakeholders, deliver strategic recommendations and collaborate with Service Desk, Projects, Security and Pre-Sales to drive measurable value and renewals.