Customer Success Manager

Customer Success Manager Location: Woking area (office-based)Salary: £36,000–£46,000 per yearJob Type: Full-time, Permanent, Office-Based
A growing international Managed Service Provider is looking for a proactive and relationship-driven Customer Success Manager to join its team. This role is ideal for someone who enjoys building trusted client relationships and ensuring customers achieve real, measurable value from IT and cloud services.This is not a technical support or sales role. The focus is on client outcomes, engagement, retention, and long-term success.
As a Customer Success Manager, you will act as the primary advocate for your clients, guiding them through onboarding, helping them understand the services they receive, and ensuring those services align with their business goals.
What you’ll be doingBuild strong, long-term relationships with a portfolio of client accountsAct as the main non-technical point of contact for service experience and engagementOwn the client onboarding journey, ensuring a smooth and well-coordinated transition into managed servicesEnsure clients clearly understand their services and how they support business outcomesDrive adoption of services, tools, and best practices to maximise client valueLead regular service review meetings, clearly demonstrating value, trends, and improvement opportunitiesTranslate service metrics and operational data into clear, client-friendly insightsWork closely with service delivery, technical, and account teams to ensure alignmentIdentify risks, dissatisfaction, or churn indicators early and take proactive actionAct as the internal voice of the customer, ensuring feedback is heard and acted uponSupport contract renewals by ensuring clients clearly see the value being deliveredContribute to the ongoing improvement of customer success processes, reporting, and playbooksWhat we’re looking forProven experience in Customer Success, Account Management, or Service Relationship ManagementExperience in an MSP, SaaS, or IT services environment is highly desirableExcellent communication and stakeholder management skillsAbility to interpret service data and explain it clearly to non-technical audiencesStrong organisational skills with the ability to manage multiple client relationshipsConfidence handling challenging conversations in a calm, professional mannerKey attributes for success in this roleA genuine client-first mindset focused on long-term outcomesProactive and naturally alert to potential issues before they escalateCalm, empathetic, and professional under pressureComfortable working cross-functionally to get things doneCommercially aware, without being sales-drivenTakes ownership and follows through on commitments

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