Customer Success Manager

Customer Success Manager Location : Woking area (office-based) Salary : £36,000–£46,000 per year Job Type : Full-time, Permanent, Office-Based

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A growing international Managed Service Provider is looking for a proactive and relationship-driven Customer Success Manager to join its team. This role is ideal for someone who enjoys building trusted client relationships and ensuring customers achieve real, measurable value from IT and cloud services. This is not a technical support or sales role. The focus is on client outcomes, engagement, retention, and long-term success.
As a Customer Success Manager, you will act as the primary advocate for your clients, guiding them through onboarding, helping them understand the services they receive, and ensuring those services align with their business goals.
What you'll be doing Build strong, long-term relationships with a portfolio of client accounts
Act as the main non-technical point of contact for service experience and engagement
Own the client onboarding journey, ensuring a smooth and well-coordinated transition into managed services
Ensure clients clearly understand their services and how they support business outcomes
Drive adoption of services, tools, and best practices to maximise client value
Lead regular service review meetings, clearly demonstrating value, trends, and improvement opportunities
Translate service metrics and operational data into clear, client-friendly insights
Work closely with service delivery, technical, and account teams to ensure alignment
Identify risks, dissatisfaction, or churn indicators early and take proactive action
Act as the internal voice of the customer, ensuring feedback is heard and acted upon
Support contract renewals by ensuring clients clearly see the value being delivered
Contribute to the ongoing improvement of customer success processes, reporting, and playbooks
What we're looking for Proven experience in Customer Success, Account Management, or Service Relationship Management
Experience in an MSP, SaaS, or IT services environment is highly desirable
Excellent communication and stakeholder management skills
Ability to interpret service data and explain it clearly to non-technical audiences
Strong organisational skills with the ability to manage multiple client relationships
Confidence handling challenging conversations in a calm, professional manner
Key attributes for success in this role A genuine client-first mindset focused on long-term outcomes
Proactive and naturally alert to potential issues before they escalate
Calm, empathetic, and professional under pressure
Comfortable working cross-functionally to get things done
Commercially aware, without being sales-driven
Takes ownership and follows through on commitments

Thank you for taking the time to apply to OPR Resourcing Specialists. If your application is successful you will be contacted within 7 days. We apologise but due to the high volume of applications we receive we are unable to provide feedback on individual CV's.
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