Principal Customer Success Manager

Principal Customer Success Manager – New Function

Specialist Managed Service Provider

£80,000 Base + 20% Bonus

London Hybrid – 3 days a week

We are hiring a Principal Customer Success Manager to help build a new CSM function within a specialist MSP that are experiencing a high level of growth. The role will eventuallly move into CSM Team Leader position with a headcount. This is not a plug-and-play CS role. It is an opportunity to build something from the ground up, to define what “great” looks like and set the standard.

What you’ll be responsible for

• Owning the post-sale customer journey across a defined portfolio
• Building and maintaining strong, multi-level customer relationships
• Monitoring customer health and driving retention strategies.
• Understanding customer environments and identifying change impacts
• Aligning services to evolving business and risk priorities
• Feeding structured customer insight back into the business
• Working cross-functionally with Account Management, Technical, and Service teams to deliver a seamless experience

What we’re looking for

• Experience in Customer Success, Account Management, Pre-Sales, Consultancy, or Client Services within tech/MSP environments
• Strong technical literacy (backup, cloud, cyber recovery concepts)
• Proven track record in retention, churn reduction, and account growth
• Commercial awareness and comfort working alongside revenue targets.
• Ability to engage both technical stakeholders and senior decision-makers.
• Clear, confident communicator — especially in structured forums like QBRs
• Analytical mindset with the ability to turn insight into action.

Why this role

• You’ll shape a Customer Success function from day one.
• You’ll have real influence on how customers experience the business.
• You’ll work in an environment that values clarity, ownership, and outcomes.
• You’ll see the impact of your work, quickly and directly.

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