Customer Success Manager – UK
Role overview
CloudTech24 is a growing Managed Service Provider delivering IT support, cybersecurity, and cloud services to organisations around the world. We are seeking a proactive and relationship-driven Customer Success Manager (CSM) to ensure our clients achieve measurable value from our services and remain long-term partners of CloudTech24.
The Customer Success Manager acts as the primary advocate for the client within the business, focusing on onboarding, engagement, service alignment, and continuous improvement. This role is not technical support or sales, it is about ensuring clients are successful, informed, and confident in the services we provide.
Job Type: Full time
Working Hours: 9am to 5pm, Monday to Friday
Work Location: In person in our Send (Surrey, UK) office
Email: careers@cloudtech24.com
Closing date for applications: 9 October 2026.
Key responsibilities
- Build strong, trusted relationships with assigned client accounts
- Act as the primary non-technical point of contact for clients on service experience and engagement
- Ensure clients clearly understand the services they receive and how they support their business goals
- Own the client onboarding experience, ensuring a smooth transition into managed services
- Coordinate internally to ensure services are set up correctly and expectations are aligned
- Drive adoption of services, tools, and best practices to maximise client value
- Conduct regular service review meetings, focusing on highlight the value CloudTech24 delivers, outcomes, trends, and improvement opportunities
- Work with Service Delivery and Technical teams to identify and address risks before they become issues
- Translate operational metrics into clear, client-friendly insights
- Act as the client’s internal advocate, ensuring feedback is heard and acted upon
- Identify early warning signs of dissatisfaction or churn and take proactive action
- Support contract renewals by ensuring clients clearly see the value delivered
- Work closely with Service Delivery Managers, Account Managers, and technical teams to ensure alignment
- Provide structured feedback to internal teams on client sentiment, expectations, and improvement areas
- Contribute to the refinement of customer success processes, playbooks, and reporting.
Qualifications required
Requirements and skills
- Proven experience in a customer success, account management, or service relationship role
- Experience within an MSP, SaaS, or IT services environment is strongly preferred
- Strong communication and stakeholder management skills, both written and verbal
- Ability to interpret service data and communicate it clearly to non-technical audiences
- Highly organised with the ability to manage multiple client relationships effectively
- Confident handling difficult conversations in a professional and constructive manner.
Key Attributes
- Client-first mindset with a focus on long-term value and outcomes
- Calm, empathetic, and professional under pressure
- Naturally proactive, spots issues early and acts on them
- Comfortable working cross-functionally to get things done
- Commercially aware without being sales-driven
- Takes ownership and follows through.
