Customer Success Team Leader

Customer Success Team Leader

Location:

Manchester (M4 1LN
)

Salary:
Up to £45,000 per annum

Job Type: Full-time, Permanent

Working Pattern:
Hybrid (minimum 3 days per week in the office)

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About the Role

We are working with a Managed Service Provider (MSP) that is investing heavily in the growth of its Customer Success function. They are seeking an experienced Customer Success Team Lead to build and lead a Customer Success team within a fast-paced, service-led MSP environment.

This is a strategic, hands-on role combining people leadership, account ownership, and commercial oversight. You will manage a portfolio of high-value managed service clients while coaching the team to deliver proactive, outcome-driven customer success. The focus is on long-term retention, service adoption, and aligning IT roadmaps with client business goals.

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Key Responsibilities

• Lead, mentor, and develop a Customer Success team operating within a Managed Services environment

• Act as senior owner for key managed service accounts, building long-term, trusted client relationships

• Own and refine MSP-focused Customer Success processes, including onboarding, service reviews (QBRs), renewals, and contract lifecycle management

• Support the team in identifying service expansion, upsell, and cross-sell opportunities across managed service clients

• Act as the escalation point for complex service issues, major incidents, and large-scale procurement projects

• Work closely with technical, service delivery, and strategic teams to ensure managed service offerings align with customer needs and market demand

• Balance team workload to ensure the wider managed client base receives consistent, proactive engagement

• Drive adoption of the MSP’s service roadmap across the entire customer portfolio

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About You

Essential:

• Proven experience in a Managed Service Provider (MSP), either in Customer Success, Account Management, Service Delivery, or a similar client-facing leadership role

• Experience leading, mentoring, or coaching teams within a service-led or recurring-revenue environment

• Strong understanding of managed services, including hardware, software, licensing, and ongoing support models

• Strategic mindset with the ability to align a client’s 3-year IT roadmap with current managed service solutions

• Confident engaging with senior stakeholders and handling service escalations

• Strong commercial awareness and consultative approach to account growth

Desirable:

• Experience helping to build or mature a Customer Success function within an MSP

• Exposure to renewal management, contract negotiation, or service expansion planning

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Systems & Tools

Experience with MSP and service delivery systems is advantageous, including:

• Autotask PSA

• Hub Spot

• Azure Dev Ops

• Xero

• Microsoft Business Central

• Microsoft Office (Teams, Outlook, etc.)

• Microsoft Project

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What’s on Offer

• Salary up to £45,000, depending on experience

• Hybrid working model with a Manchester city-centre office (M4 1LN
)

• Opportunity to shape and lead Customer Success within a growing MSP

• High-impact role with visibility across service delivery, sales, and leadership teams

• Supportive, collaborative, and technically driven environment