Strategic IT Success Partner (Senior CSM)

Academia the Technology Group; Hemel Hempstead; On-site; GBP 65,000 - 90,000; Full time

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

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.