Customer Success Manager

Customer Success Manager

Location: Gloucestershire, Herefordshire & Worcestershire (Hybrid with customer visits)

Salary: Up to £45,000 + benefits

Build relationships. Add value. Help customers grow.

We're looking for a Customer Success Manager to join a growing Managed Service Provider supporting organisations across Gloucestershire, Herefordshire and Worcestershire.

This isn't a sales role.

It's about becoming a trusted advisor to your customers, understanding their business, ensuring they're getting the most from their technology, and identifying opportunities where additional services could genuinely help them achieve their goals.

You'll work closely with technical teams across IT Support, Cyber Security and Software to ensure customers receive an outstanding experience while helping shape long-term technology roadmaps.

If you enjoy building relationships, solving problems and making a real difference to customers, we'd love to hear from you.

What you'll be doing:

• Manage a portfolio of existing customers, becoming their trusted point of contact.
• Build strong relationships with business owners, directors and key stakeholders.
• Hold regular account review meetings to understand business priorities and future plans.
• Work with customers to develop technology roadmaps aligned to their growth.
• Ensure customers maximise value from the services they already receive.
• Identify opportunities where additional IT, Cyber Security or Software solutions could improve efficiency, security or business performance.
• Coordinate with technical and project teams to ensure a seamless customer experience.
• Proactively manage customer satisfaction, service improvement plans and retention.
• Act as the voice of the customer internally, ensuring issues are resolved effectively.
• Maintain accurate account plans, meeting notes and customer activity.

What we're looking for:

We're looking for someone who enjoys working with people and understands that great customer relationships are built through trust rather than hard selling.

You'll ideally have:

• Experience within an MSP, IT Services, Technology or SaaS environment.
• Previous experience in Customer Success, Account Management, Client Relationship Management or Service Delivery.
• Strong commercial awareness with the ability to identify opportunities that genuinely benefit customers.
• Excellent communication and relationship-building skills.
• Confidence speaking with both technical and non-technical stakeholders.
• A proactive, organised and consultative approach.
• A full UK driving licence.

Knowledge of Microsoft technologies, Cyber Security services or managed IT solutions would be advantageous but isn't essential.

What you'll get:

• Salary up to £45,000
• Hybrid working
• The opportunity to shape a growing Customer Success function
• Genuine autonomy and ownership
• Ongoing training and development
• Supportive, collaborative team culture
• Pension and additional company benefits

Why join?

This is an opportunity to join an ambitious MSP that puts customer relationships at the heart of everything it does.

You'll have the freedom to build meaningful partnerships with customers, influence their technology strategy and play a key role in their long-term success. Success in this role will be measured through customer satisfaction, retention and identifying genuine opportunities to add value not aggressive sales targets. Modern MSP customer success roles increasingly focus on proactive relationship management, strategic reviews and helping customers realise value from IT investments rather than traditional sales activity.

\zIf you're looking for a role where you can make a real impact while helping businesses get the very best from their technology, we'd love to hear from you.