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Academia the Technology Group
51 – 200 Employees
B2BEducation
Academia the Technology Group is a UK-based IT reseller and managed services provider serving education institutions, public sector organisations, charities and businesses. Its offering spans hardware and infrastructure, Apple solutions, software, cloud services, cybersecurity, device management and IT lifecycle support, alongside creative and media workflow solutions. Academia also operates an online store and holds vendor accreditations across Apple, Jamf, Microsoft Intune and Sophos. Its work focuses on tailoring and sustaining technology environments for teaching, learning and business productivity.
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Senior Customer Success Manager

Lead strategic IT service relationships for Academia’s managed services clients, using health reviews and roadmaps to align technology with business priorities. Drive retention, account growth, and measurable improvements in technology outcomes.

GBUnited KingdomHybridFull-timeSeniorEnglish RequiredCustomer SuccessCustomer Success Manager
CloudCyber SecurityITSM

Description

  • Manage a focused portfolio of customers as their strategic contact for IT services, technology strategy, and improvement.
  • Prepare, lead, and document quarterly business reviews using IT health scorecards, service insights, and roadmap recommendations.
  • Help customers apply IT Health Scorecard and Roadmap & Strategy frameworks.
  • Align technology decisions with customers’ organisational goals, challenges, and ambitions.
  • Spot risks, service trends, lifecycle requirements, and opportunities to improve service.
  • Identify opportunities to expand, optimise, and improve efficiency.
  • Turn customer needs and service data into value-focused recommendations for services, projects, and ongoing improvement.
  • Support renewals and retention by showing value and agreeing future priorities.
  • Represent customer needs internally across Service Desk, Projects, Security, Pre-Sales, and commercial teams.
  • Help charities, education providers, public sector organisations, and businesses make better use of technology.

Requirements

  • Experience working in a managed service provider (MSP), with a solid grasp of IT service delivery, SLAs, and escalation processes.
  • Experience in customer success, service account management, or a virtual IT director or CTO role in technology services.
  • Strong knowledge of IT service management, including incident, problem, and change processes and service performance reporting.
  • Experience leading quarterly business reviews and structured client service reviews.
  • Ability to interpret and present IT health, risk, and performance data to non-technical audiences.
  • Experience developing IT roadmaps, lifecycle plans, and technology improvement plans.
  • Strong working knowledge of Microsoft 365 and cloud services.
  • Strong working knowledge of end-user devices and identity management.
  • Strong working knowledge of networking and connectivity.
  • Strong working knowledge of cybersecurity fundamentals, including backup, patching, MFA, and endpoint protection.
  • Experience working with Service Desk, Projects, Security, and Pre-Sales teams to improve customer outcomes.
  • Strong relationship-building skills and the ability to earn trust with operational and senior stakeholders.
  • Highly organised, with disciplined documentation and data management across CRM, customer records, and QBR outputs.

Benefits

  • Contribution towards gym membership
  • Health Cash Plan
  • Additional annual leave based on length of service
  • A complimentary day off for your birthday
  • Length-of-service bonus
  • Free will-writing service

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