I'm currently working with a fast-growing IT services provider that is looking for a
Customer Success Lead
to join their team. This is a fantastic opportunity to play a pivotal role in shaping client experience, driving service satisfaction, and acting as the voice of the customer within the business.
The Role
As Customer Success Lead, you will:
* Build and nurture strong working relationships with key client contacts, serving as their primary point of contact for ongoing service needs.
* Act as a trusted advocate for clients, championing improvements and ensuring their voices are heard within service delivery.
* Regularly check in with clients to capture feedback, resolve issues early, and maintain consistently high levels of satisfaction.
* Monitor support activity and service trends, ensuring efficient resolution of issues and alignment with quality expectations.
* Collaborate closely with internal technical teams and account managers to reduce recurring issues, identify risks, and drive alignment across infrastructure, security, devices, and cloud services.
* Support the introduction of new tools, processes, and policies (e.g., MFA, MDM) to improve long-term client success.
* Contribute insights and recommendations to client reviews, helping shape service delivery strategies that sit outside of commercial scope but are crucial to retention and satisfaction.
Experience
The ideal candidate will bring:
* Strong relationship-building skills and a client-focused mindset.
* Previous experience in customer success, service delivery, or IT account management.
* A proactive approach, with the ability to spot friction points before they escalate.
* The confidence to act as a client advocate and influence internal teams.
* An understanding of IT service environments (infrastructure, security, cloud) is highly beneficial.
Interested? Reach out to Aoife Quinn at for more info.