Job Description:

Permanent Position
Up to £45,000 a year + 5k car allowance
Solihull

We are looking for a Technical Customer Success Manager to become a trusted advisor for a portfolio of managed IT customers, helping them maximise value from their technology and managed services.

This role is ideal for someone who started their career in hands-on IT support, technical support, service desk, or infrastructure engineering and has naturally progressed into a more customer-facing position. You'll combine strong technical understanding with relationship management skills, acting as the bridge between technical delivery teams and customer stakeholders.

As a Technical Customer Success Manager, you will proactively support customers through technical guidance, strategic planning, service improvement and ongoing relationship management. You'll help customers understand their environments, reduce risk, improve performance and ensure they receive an exceptional service experience.

We're specifically looking for someone who understands real-world IT environments because they've worked within them directly and someone who can confidently speak with both technical teams and non-technical stakeholders alike.

Key Responsibilities

• Act as the primary technical and customer success contact for a portfolio of managed IT customers, building strong long-term relationships.
• Develop a deep understanding of each customer's IT environment, infrastructure, cloud services, security posture, and operational challenges.
• Conduct regular customer success reviews, technical health checks, and strategic planning sessions to identify risks, improvements, and optimisation opportunities.
• Work closely with Service Desk, Engineering, and Projects teams to ensure customers receive a high-quality, proactive support experience.
• Act as a trusted advisor, translating technical concepts into clear, practical recommendations for both technical and non-technical stakeholders.
• Support customers through infrastructure upgrades, cloud migrations, security improvements, and technology adoption initiatives.
• Monitor recurring incidents, service trends, and technical risks, driving continuous improvement and long-term solutions rather than reactive fixes.

Key Skills/Qualifications

• Previous experience within IT Support, Technical Support, Service Desk, Infrastructure Support, or a similar hands-on technical role before moving into a customer-facing position.
• Proven experience in a Customer Success, Technical Account Management, Service Delivery, or client-facing technical role within an MSP, SaaS, or managed services environment.
• Strong technical knowledge across Microsoft 365, Azure / Entra ID, Intune, cloud technologies, endpoint management, backup, and IT security best practices.
• Excellent communication skills with the ability to explain technical issues, risks, and recommendations in a clear and customer-friendly manner.
• Strong relationship-building skills with the confidence to engage stakeholders at all levels and become a trusted customer advisor.
• Organised and proactive approach with the ability to manage multiple customers, priorities, and technical discussions effectively.
• Commercial awareness with the ability to identify opportunities for service improvement, optimisation, and added customer value without operating as a sales-focused role.

Further job details available upon request

ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.