Senior Customer Success Manager

This is a high-impact role within Managed IT Services for someone who wants to genuinely make a difference at the customers they work with.

As a Senior Customer Success Manager (CSM), you will become a trusted technology partner to a focused portfolio of our clients, helping them make better decisions, build stronger IT strategies and create technology roadmaps that genuinely improve how their organisations work, using our best-in-class IT Managed Services.

Our CSMs play a uniquely influential and high-profile role. You will act as a critical friend, sitting at the centre of customer relationships providing service insight, strategic planning and working closely with senior leaders to turn IT from a cost into an enabler for our clients’ missions.

You will join a thriving CSM team and use our proven frameworks to help clients understand where they are today, where they need to get to, and what practical steps will move them forward. That means identifying risks before they become problems, spotting opportunities for improvement and translating technical insight into clear, confident recommendations that senior stakeholders can act on.

We deliberately cap the number of accounts each CSM owns so you have the time and space to build deep relationships and deliver meaningful value.

This is a fantastic opportunity for someone who enjoys building meaningful, long-term relationships and wants to see the direct impact of their work.

You will help charities, education providers, public sector bodies and businesses get more from technology, while developing your own strategic, commercial, analytical and presentation skills in a team that values curiosity, ownership and customer advocacy.

Why is this role exciting?

This is not a traditional account management role. It is an opportunity to become a genuine strategic partner to customers who rely on technology to deliver important work every day. You will have the scope to influence IT decisions, shape long-term roadmaps and help organisations become more secure, productive and confident in the way they use technology.

• You will work directly with senior stakeholders, helping them understand their IT landscape and make confident, informed decisions..
• You will use our IT Health Scorecard, QBR and Roadmap & Strategy frameworks to turn service insight into clear, practical recommendations that customers can act on.
• You will own a focused portfolio rather than being spread too thin, giving you the time to build proper relationships and deliver meaningful, measurable value.
• You will work across a varied customer base, including charities, education providers, public sector organisations and businesses where technology has a direct impact on people, productivity and mission delivery.
• You will be joining a high performing Customer Success function where your ideas, feedback and customer insight can help shape how we develop the service in the future.

For the right person, this is a role with real visibility, profile and purpose: a chance to combine relationship-building, commercial awareness and technology leadership in a team that is ambitious about the value great Customer Success can deliver.

Amongst other tasks, you will be responsible for:

• Owning a focused portfolio of customer relationships, becoming their trusted strategic point of contact for IT services, strategy and technology improvement conversations
• Plan, deliver and document high-quality Quarterly Business Reviews that customers genuinely value, built around IT Health Scorecards, service insight and practical roadmap recommendations
• Guide customers through our IT Health Scorecard, Roadmap & Strategy frameworks, connecting technology decisions to their organisational goals, pressures and ambitions
• Proactively identify risks, service trends, lifecycle needs and improvement opportunities before they become urgent customer issues
• Identify whitespace for growth, optimisation and efficiency opportunities that are relevant, timely and genuinely useful to the customer
• Translate customer needs and service data into clear, value-led recommendations for services, projects and continual improvement activities
• Maintain customer retention and renewals by demonstrating value, building confidence and creating a clear view of future priorities
• Act as the internal customer advocate, bringing together Service Desk, Projects, Security, Pre-Sales and commercial teams to deliver joined-up outcomes …