Key Client Account Manager
Malvern
£45,000+ Bonus
Are you passionate about delivering world-class service and building high-performing teams? An exciting opportunity has arisen with a fast-growing IT & telecoms services provider, specialising in mobile device and connectivity solutions for large enterprise clients across the UK.
Following consistent year-on-year revenue growth and a recent acquisition, this business is expanding its Service Delivery function and seeking an experienced Customer Success Team Manager to lead and develop a growing team.
About the Business
This organisation helps enterprise customers:
Manage and support mobile devices (smartphones, tablets, laptops)
Optimise mobile connectivity costs
Streamline end-user support
Replace and recycle devices sustainably
Protect against mobile IT security risks
The business is driven by strong values, social responsibility, and customer-centricity. With over 30 employees and operations in Malvern and Crawley, they've raised over £140,000 for social impact projects and planted 40,000+ trees as part of their sustainability goals.
The Role
As Customer Success Team Manager, you'll report to the Head of Service Delivery and be responsible for:
Leading and mentoring a team of Customer Success Managers
Driving customer satisfaction, retention, and account growth
Analysing service performance against SLAs and KPIs
Developing strategic account plans and service improvements
Collaborating cross-functionally with Sales, Product, and Support teams
Managing onboarding, renewals, escalations, and lifecycle engagement
Shaping the customer experience strategy as the business grows
What We're Looking For
Proven experience managing Customer Success or Service Delivery teams (ideally 100+ accounts)
Background in fast-growth telecoms, MSP, or IT services business
Track record of retaining and growing key customer accounts
Excellent communication, mentoring, and stakeholder engagement skills
Commercially minded, customer-obsessed, and data-driven
Highly organised, analytical, and tech-savvy (Excel, reporting tools) Benefits
25 days holiday + bank holidays
Onsite parking
Clear opportunities for career growth in a scaling business
Purpose-driven culture with real investment in social impact
If you're an experienced service leader with a passion for customer experience and a strong understanding of IT and telecoms, this is your chance to make a big impact in a values-led, fast-growing company