Are you an experienced Customer Success professional ready to lead, inspire, and drive growth within a dynamic managed services environment? A leading UK-based Managed Service Provider (MSP) is seeking a Senior Customer Success Manager to join its expanding commercial team.

In this pivotal role, you’ll lead and mentor an international Customer Success team while managing a portfolio of key UK clients. You’ll be the trusted advisor for strategic accounts, helping clients optimise their IT, security, and digital transformation journeys while ensuring exceptional service delivery and long-term success.

• Take ownership of a portfolio of strategic UK-based managed service clients, driving satisfaction, retention, and growth.
• Serve as a trusted advisor, aligning services to client business goals and identifying opportunities for innovation.
• Provide leadership and commercial guidance to a team of Customer Success Managers based overseas.
• Drive renewals, upsells, and cross-sells, particularly across managed security and cloud services.
• Lead client engagement through proactive check-ins, strategic reviews, and relationship development.
• Partner with internal technical, new business, and operations teams to ensure seamless delivery.
• Monitor account health and client feedback to identify risks and opportunities for expansion.
• Support the onboarding of new clients to ensure smooth adoption and integration of services.
• Act as an escalation point for client concerns, providing clear communication and swift resolution.

• Proven experience in Customer Success, Account Management, or Client Services, ideally within an MSP, IT services, or cloud environment.
• Strong commercial acumen, with a track record in renewals, upselling, and cross-selling.
• Excellent communication, relationship-building, and stakeholder management skills.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Experience mentoring or coaching customer success professionals, especially across remote or international teams.
• Familiarity with CRM or PSA platforms (e.g. HubSpot, Halo).
• Knowledge of cybersecurity, managed services, cloud technologies, and ITIL best practices.
• ITIL certification or strong working knowledge of ITIL frameworks is a plus.