Customer Success Specialist

About the Role

We are looking for a Customer Success Specialist to take ownership of a portfolio of customers and drive retention, growth, and long-term commercial success.

This is a strategic, revenue-influencing role where you will act as a trusted partner to customers, helping them maximise the value of their offshore teams while identifying opportunities for expansion and optimisation. You will build senior-level relationships, lead structured account planning and business reviews, and connect customer objectives with internal capabilities to deliver strong commercial and customer outcomes.

Ideal Profile

Required Experience & Skills

• 3+ years of experience in Account Management, Channel Management, or Customer Success within IT services, MSP, or B2B professional services.
• Experience working with MSPs, IT service providers, or technology services organisations.
• Strong commercial acumen with an understanding of revenue, margins, and business growth drivers.
• Proven ability to grow existing accounts and identify expansion opportunities.
• Excellent executive-level communication and presentation skills.
• Strong ability to influence stakeholders and establish trusted-advisor relationships.
• Demonstrated stakeholder management skills across multiple internal teams.
• Experience conducting QBRs and structured account planning sessions.
• Ability to manage multiple customer relationships in a fast-paced environment.
• Experience using CRM platforms, preferably HubSpot.

Preferred but Not Essential

• Understanding of offshore or distributed workforce models.
• Experience with MSP platforms such as ConnectWise or Autotask.
• Exposure to global workforce, outsourcing, or offshore delivery models.

Responsibilities

Account Ownership & Relationship Management

• Act as the primary relationship owner for an assigned portfolio of customers.
• Build trusted relationships with business owners, directors, and operational leaders.
• Lead structured customer check-ins and Quarterly Business Reviews focused on performance, ROI, and enablement.
• Develop and maintain Account Success Plans aligned with each customer's business objectives.
• Proactively manage relationships to maximise retention and long-term partnership value.

Growth & Expansion

• Identify and develop expansion opportunities within existing customer accounts.
• Partner with Sales and Talent Acquisition to scope customer requirements and develop proposals for additional team members.
• Contribute to revenue growth through account expansion and increased customer value.

Commercial & Strategic Alignment

• Develop a strong understanding of each customer's business model, commercial priorities, service mix, and growth objectives.
• Provide strategic guidance around workforce planning and offshore optimisation.
• Monitor account health, engagement levels, team performance, and emerging risks.
• Support commercial discussions relating to pricing, renewals, and contract extensions.

Cross-Functional Coordination

• Work closely with Talent Acquisition, HR, Performance Coaching, and Operations to deliver a high standard of customer service.
• Proactively identify and escalate risks before they impact customer satisfaction or retention.
• Represent customer needs internally and advocate for improvements to processes and service delivery.

Performance & Value Realisation

• Support a seamless customer onboarding experience and help customers realise value from their partnership.
• Ensure customers have a clear understanding of the ROI generated by their offshore teams.
• Facilitate structured performance conversations between customers and team members in partnership with People & Culture.
• Maintain proactive customer engagement to identify concerns early and reduce churn risk.

Success Measures

• Customer retention and long-term account health.
• Growth in expansion and account revenue.
• Customer satisfaction and NPS.
• Successful delivery of customer objectives and measurable value from offshore teams.