Customer Success Manager – IT/ITES Services

Cloudberry360; London; On-site; GBP 40,000 - 65,000; Full time

Job summary

A leading innovator specializing in IT/ITES services seeks a Customer Success Manager in London. The role focuses on client relationship management, driving renewals, and ensuring high levels of customer satisfaction. Candidates should have over 4 years of relevant experience, strong communication skills, and familiarity with CRM tools. This position offers competitive salary and the opportunity to help shape client engagement strategies.

Qualifications

• 4+ years in customer success, account management, or IT/ITES service delivery.
• Strong interpersonal and communication skills, with experience engaging stakeholders.
• Proactive problem-solving and familiarity with project delivery models.

Responsibilities

• Build and maintain strong relationships with clients, ensuring maximum value from services.
• Coordinate with internal teams for project timelines and deliverable tracking.
• Collect customer feedback and propose upsell opportunities based on client goals.

Skills

Client-Facing Skills

Problem-Solving

Project Orientation

Education

Bachelor’s degree in Business, Information Technology, or related field

Tools

CRM platforms (e.g., HubSpot, Salesforce)

Project tracking tools (e.g., Jira, Trello)

Job description

Customer Success Manager – IT/ITES Services

About This Role

We are seeking an experienced and client-centric Customer Success Manager (CSM) to oversee and grow relationships with our IT and ITES service clients. As a key liaison between the client and internal delivery teams, you will be responsible for ensuring customer satisfaction, facilitating smooth project execution, and identifying opportunities to expand client partnerships.

Responsibilities

• Client Relationship Management: Build and maintain strong, long-term relationships with key client stakeholders across IT and ITES sectors
• Account Success Ownership: Own customer onboarding, engagement, and retention across assigned accounts. Ensure deliverables are met and clients derive maximum value from services
• Project Coordination: Work closely with internal technical and delivery teams to monitor timelines, resolve issues, and communicate project status
• Feedback & Upselling: Collect and synthesize customer feedback to improve services and propose upsell/cross-sell opportunities aligned with client goals
• Renewals & Retention: Drive contract renewals and client satisfaction through proactive engagement, performance reviews, and value demonstration
• Reporting & Metrics: Prepare and present regular reports on account health, risks, and success metrics to clients and internal leadership

Required Skills and Experience

• Experience: 4+ years in customer success, account management, or service delivery in an IT/ITES environment
• Client-Facing Skills: Strong interpersonal and communication skills, with experience engaging mid-to-senior level stakeholders
• Project Orientation: Understanding of delivery models, SLAs, and IT services lifecycle (including support, development, or BPO processes)
• Problem-Solving: Proactive in identifying issues and resolving them before they escalate
• Tools Knowledge: Familiarity with CRM platforms (e.g., HubSpot, Salesforce), project tracking tools (e.g., Jira, Trello), and basic reporting dashboards
• Education: Bachelor’s degree in Business, Information Technology, or related field

We aim to be a leading innovator in designing, building, and supporting critical business management solutions on cloud platforms that will help transform your organization and align with your business goals.