Customer Success Manager - Team Leader (Player/Coach) - New Function
Specialist Managed Service Provider
£80,000- £85,000 Base + 20% Bonus
London Hybrid - 3 days a week
We are hiring a Customer Success Manager - Team Leader (Player/Coach) to help build a new CSM function within a specialist MSP that are experiencing a high level of growth. The role will eventuallly move into CSM Team Leader position with a headcount. This is not a plug-and-play CS role. It is an opportunity to build something from the ground up, to define what “great” looks like and set the standard.
What you’ll be responsible for
* Owning the post-sale customer journey across a defined portfolio
* Building and maintaining strong, multi-level customer relationships
* Monitoring customer health and driving retention strategies.
* Understanding customer environments and identifying change impacts
* Aligning services to evolving business and risk priorities
* Feeding structured customer insight back into the business
* Working cross-functionally with Account Management, Technical, and Service teams to deliver a seamless experience
What we’re looking for
* Experience in Customer Success, Account Management, Pre-Sales, Consultancy, or Client Services within tech/MSP environments
* Strong technical literacy (backup, cloud, cyber recovery concepts)
* Proven track record in retention, churn reduction, and account growth
* Commercial awareness and comfort working alongside revenue targets.
* Ability to engage both technical stakeholders and senior decision-makers.
* Clear, confident communicator — especially in structured forums like QBRs
* Analytical mindset with the ability to turn insight into action.
Why this role
* You’ll shape a Customer Success function from day one.
* You’ll have real influence on how customers experience the business.
* You’ll work in an environment that values clarity, ownership, and outcomes.
* You’ll see the impact of your work, quickly and directly.
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