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A
Senior Customer Success Manager
Academia the Technology Group. Own a focused portfolio of customer relationships as the trusted strategic point of contact for IT services, strategy, and technology improvement .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT service management, customer success, and strategic relationship management, with a strong focus on delivering value through technology improvement and effective communication with stakeholders. Proficient in leading Quarterly Business Reviews and translating complex IT data into actionable insights for diverse audiences.
Highest-signal resume keywords
Managed Service Provider (MSP) ExperienceIT Service Management ConceptsQuarterly Business Reviews (QBRs)Microsoft 365 and Cloud ServicesCyber Security Fundamentals
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
IT Service DeliveryService Level Agreements (SLAs)Incident ManagementProblem ManagementChange ManagementService Performance ReportingIT Roadmap PlanningLifecycle PlanningData InterpretationTechnology Improvement Planning
Soft Skills
Relationship-BuildingTrust and CredibilityOrganizational SkillsDocumentation DisciplineCommunication Skills
Tools & Technologies
Microsoft 365Cloud ServicesEnd-User DevicesIdentity ManagementNetworkingConnectivityBackup SolutionsPatchingMulti-Factor Authentication (MFA)Endpoint Protection
Industry Keywords
Customer SuccessService Account ManagementVirtual IT DirectorVirtual CTOPublic Sector Technology
Tech Stack
Tools & technologiesCloudCyber SecurityITSM
About the role
Key responsibilities & impact- Own a focused portfolio of customer relationships as the trusted strategic point of contact for IT services, strategy, and technology improvement
- Plan, deliver, and document high-quality Quarterly Business Reviews using IT Health Scorecards, service insight, and roadmap recommendations
- Guide customers through IT Health Scorecard and Roadmap & Strategy frameworks
- Connect technology decisions to customers’ organisational goals, pressures, and ambitions
- Proactively identify risks, service trends, lifecycle needs, and improvement opportunities
- Identify relevant whitespace for growth, optimisation, and efficiency opportunities
- Translate customer needs and service data into value-led recommendations for services, projects, and continual improvement
- Maintain customer retention and renewals by demonstrating value and clarifying future priorities
- Act as the internal customer advocate across Service Desk, Projects, Security, Pre-Sales, and commercial teams
- Help charities, education providers, public sector bodies, and businesses improve their use of technology
Requirements
What you’ll need- Previous experience within a Managed Service Provider (MSP) environment, with a clear understanding of IT service delivery, SLAs, and escalation models
- Proven experience in a Customer Success, Service Account Management, or Virtual IT Director / Virtual CTO-style role within IT or technology services
- Strong understanding of IT service management concepts, including incident, problem, change, and service performance reporting
- Experience leading Quarterly Business Reviews (QBRs) and structured client service reviews
- Ability to understand, interpret, and present IT health, risk, and performance data to non-technical stakeholders
- Experience leading IT roadmaps, lifecycle planning, and technology improvement planning
- Full working knowledge of Microsoft 365 and cloud services
- Full working knowledge of end-user devices and identity management
- Full working knowledge of networking and connectivity
- Full working knowledge of cyber security fundamentals, including backup, patching, MFA, and endpoint protection
- Experience collaborating with Service Desk, Projects, Security, and Pre-Sales teams to drive customer outcomes
- Strong relationship-building skills, with the ability to build trust and credibility at both operational and senior stakeholder levels
- Highly organised, with strong documentation and data discipline, including CRM, customer records, and QBR outputs
Benefits
Comp & perks- Gym membership contribution
- Health Cash Plan
- Increased annual leave with length of service
- Complimentary day off on your birthday
- Length of service bonus
- Free Will Writing service