Job Title: Client Success Manager (CSM)
Hours: 37.5 hours a week Monday to Friday.
Location: Based from our Newcastle office at the Cobalt Business Park (hybrid working available)
Salary: competitive and negotiable based on experience
A favour
When applying for this role can you please add a cover letter highlighting your skills and experiences aligned to the requirements below, or please ensure your CV covers this in enough detail.
About Cybit
Predict. Protect. Perform
We're a team of passionate professionals dedicated to delivering positive business outcomes. Our technology propositions are led by data intelligence and AI to ensure that our customers can operate confidently with the right digital workspace, security, cloud solutions and managed services. We are motivated by a single belief that if we do our jobs right for our customers, we can make a positive difference to the people and world around us; by helping businesses achieve greater productivity and resilience through the right technology implementation and management, and supporting essential public sector organisations to deliver on the critical work they do.
Why Join Us?
This is an opportunity to shape the future of client engagement at Cybit. You’ll join a newly established CX vertical where your contributions will have an immediate and visible impact. You’ll work directly with leadership to define how Cybit builds long-term, value-driven partnerships while positioning us as a leader in client success and experience management in the UK’s MSP and data services market.
Summary:
The Client Success Manager (CSM) plays a pivotal role in Cybit’s mission to deliver exceptional client experiences and maximise value across our customer base. Reporting directly to the Director of Customer Experience, the CSM will act as a strategic advisor and trusted partner to assigned clients, ensuring they realise full value from Cybit’s solutions, drive adoption, and strengthen long-term partnerships.
This role demands a client-first mindset, a proactive approach, and an unrelenting focus on maximising client satisfaction, retention, and growth.
We'd love to hear from you if you can demonstrate you:
* Proven experience in Client Service, Client Success, Account Management, or similar roles within MSP, IT services, or SaaS environments.
* Demonstrated success in building trusted client relationships and driving measurable business outcomes.
* Excellent communication, negotiation, and stakeholder management skills.
* Strong understanding of modern IT solutions including Cloud (Azure), Modern Workplace (M365), Security, and Data Services.
* Analytical mindset with the ability to interpret client data and derive actionable insights.
* Resilience and adaptability, able to thrive in a fast-paced environment where priorities shift rapidly.
* Client-first mindset: You always act in the client’s best interest while balancing Cybit’s goals.
* Proactive and solution-oriented: You don’t wait for problems to arise; you prevent them.
* Relationship builder: It’s important that you naturally earn trust and build rapport with diverse stakeholders.
* Detail-driven but strategic: Capable of both “big-picture” thinking and hands-on delivery.
* Relentless about improvement: Committed to delivering exceptional experiences with zero complacency.
Here are some of the activities you will be involved with:
* Client relationship management
* Driving client success and value
* Insights and continuous improvements
Be well looked after
Happy people make happy businesses. We have a great range of flexible benefits which helps you to do your best work every day. This includes:
* Enhanced pension scheme
* 33 days annual leave including bank holidays - plus your birthday off work! You will also have the opportunity to buy more holidays if desired
* Healthcare cash plan
* Private medical health
* Company electric car scheme
* Cycle to work scheme
* Employee assistance programme
* Occupational sick pay
* Volunteer days
Cybit is passionate about having a diverse workforce by encouraging equality, diversity, and inclusion throughout the business. We have an inclusive environment where employees are encouraged to speak openly about what matters to them. This allows us all to learn and grow together within a safe and respectful environment. We provide equal opportunities to all and are a proud member of the Disability Confident scheme.