Head of Customer Success – MSP

FusePump, Bristol, England, United KingdomOur client is a fast-growing Cloud Managed Service Provider (MSP) delivering Microsoft-centric solutions across Azure, Microsoft 365, Security, and Modern Workplace. They work with a wide range of clients across various sectors, helping them optimise, secure, and scale their IT environments. They are looking for a Head of Customer Success to act as a trusted advisor to their customers, ensuring service excellence, strong client relationships, and long-term value from our cloud solutions.The Role

You’ll own the post-sales relationship with key customers, helping them adopt cloud technologies effectively, while working closely with our technical teams to drive service performance and strategic alignment.Key Responsibilities

Manage the customer journey post-sales: onboarding, adoption, success planning, and retentionAct as a trusted advisor on Microsoft Cloud services, guiding customers through best practices and strategic improvementsRun regular service and success reviews, reporting on usage, value, and opportunitiesProactively identify service risks, gaps, or areas for growth and lead the resolution or escalationWork with internal teams (support, delivery, projects) to ensure smooth service transitions and consistent service levelsSupport account growth through identifying upsell/cross-sell opportunities based on technical needsChampion customer feedback and contribute to continuous improvement of our services and engagement modelRequired Experience

Proven experience in a Customer Success or Service DeliveryMSP experience is essential for this postStrong understanding of Microsoft Cloud technologies: Azure, Microsoft 365, Azure AD, Intune, etc.Confident managing customer relationships and running business/technical reviewsFamiliarity with ITIL service processes, SLAs, and service reportingExcellent communication, organisation, and problem-solving skillsWhat’s in it for you

Salary: Up to £82,000 DOEPrivate health careEnhanced pension contributionsFlexible hybrid working25 days annual leave increasing with length of service + bank holidaysOption to buy and sell annual leaveProfessional development and Microsoft certification supportA collaborative culture where your voice and ideas matterOpportunities for growth within a rapidly scaling MSPIf you’re interested in this opportunity, please send across your CV for immediate consideration.Set2 Recruit is acting as an employment agency in relation to this vacancy.

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