Head of Customer Success – MSP
FusePump, Bristol, England, United Kingdom
Our client is a fast-growing Cloud Managed Service Provider (MSP) delivering Microsoft-centric solutions across Azure, Microsoft 365, Security, and Modern Workplace. They work with a wide range of clients across various sectors, helping them optimise, secure, and scale their IT environments. They are looking for a Head of Customer Success to act as a trusted advisor to their customers, ensuring service excellence, strong client relationships, and long-term value from our cloud solutions.
The Role
You’ll own the post-sales relationship with key customers, helping them adopt cloud technologies effectively, while working closely with our technical teams to drive service performance and strategic alignment.
Key Responsibilities
* Manage the customer journey post-sales: onboarding, adoption, success planning, and retention
* Act as a trusted advisor on Microsoft Cloud services, guiding customers through best practices and strategic improvements
* Run regular service and success reviews, reporting on usage, value, and opportunities
* Proactively identify service risks, gaps, or areas for growth and lead the resolution or escalation
* Work with internal teams (support, delivery, projects) to ensure smooth service transitions and consistent service levels
* Support account growth through identifying upsell/cross-sell opportunities based on technical needs
* Champion customer feedback and contribute to continuous improvement of our services and engagement model
Required Experience
* Proven experience in a Customer Success or Service Delivery
* MSP experience is essential for this post
* Strong understanding of Microsoft Cloud technologies: Azure, Microsoft 365, Azure AD, Intune, etc.
* Confident managing customer relationships and running business/technical reviews
* Familiarity with ITIL service processes, SLAs, and service reporting
* Excellent communication, organisation, and problem-solving skills
What’s in it for you
* Salary: Up to £82,000 DOE
* Private health care
* Enhanced pension contributions
* Flexible hybrid working
* 25 days annual leave increasing with length of service + bank holidays
* Option to buy and sell annual leave
* Professional development and Microsoft certification support
* A collaborative culture where your voice and ideas matter
* Opportunities for growth within a rapidly scaling MSP
If you’re interested in this opportunity, please send across your CV for immediate consideration.
Set2 Recruit is acting as an employment agency in relation to this vacancy.
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