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)
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.
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
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
Systems & Tools
Experience with MSP and service delivery systems is advantageous, including:
•Autotask PSA
•HubSpot
•Azure DevOps
•Xero
•Microsoft Business Central
•Microsoft Office (Teams, Outlook, etc.)
•Microsoft Project
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
