Customer Success jobs in United Kingdom

Location: Manchester (M4 1LN)

Salary: Up to £45,000 per annum

Job Type: Full-time, Permanent

Working Pattern: Hybrid (minimum 3 days per week in the office)

We are working with a Managed Service Provider (MSP) that is investing heavily in the growth of its Customer Success function. They are seeking an experienced Customer Success Team Lead to build and lead a Customer Success team within a fast-paced, service-led MSP environment.

This is a strategic, hands-on role combining people leadership, account ownership, and commercial oversight. You will manage a portfolio of high-value managed service clients while coaching the team to deliver proactive, outcome-driven customer success. The focus is on long-term retention, service adoption, and aligning IT roadmaps with client business goals.

• Lead, mentor, and develop a Customer Success team operating within a Managed Services environment
• Act as senior owner for key managed service accounts, building long-term, trusted client relationships
• Own and refine MSP-focused Customer Success processes, including onboarding, service reviews (QBRs), renewals, and contract lifecycle management
• Support the team in identifying service expansion, upsell, and cross-sell opportunities across managed service clients
• Act as the escalation point for complex service issues, major incidents, and large-scale procurement projects
• Work closely with technical, service delivery, and strategic teams to ensure managed service offerings align with customer needs and market demand
• Balance team workload to ensure the wider managed client base receives consistent, proactive engagement
• Drive adoption of the MSP's service roadmap across the entire customer portfolio

Essential:

• Proven experience in a Managed Service Provider (MSP), either in Customer Success, Account Management, Service Delivery, or a similar client-facing leadership role
• Experience leading, mentoring, or coaching teams within a service-led or recurring-revenue environment
• Strong understanding of managed services, including hardware, software, licensing, and ongoing support models
• Strategic mindset with the ability to align a client's 3-year IT roadmap with current managed service solutions
• Confident engaging with senior stakeholders and handling service escalations
• Strong commercial awareness and consultative approach to account growth

Desirable:

• Experience helping to build or mature a Customer Success function within an MSP
• Exposure to renewal management, contract negotiation, or service expansion planning

• Autotask PSA
• HubSpot
• Azure DevOps
• Xero
• Microsoft Business Central
• Microsoft Office (Teams, Outlook, etc.)
• Microsoft Project

• Salary up to £45,000, depending on experience
• Hybrid working model with a Manchester city-centre office (M4 1LN)
• Opportunity to shape and lead Customer Success within a growing MSP
• High-impact role with visibility across service delivery, sales, and leadership teams
• Supportive, collaborative, and technically driven environment