Customer Success Lead (14-Month Fixed-Term Contract - Maternity Cover)

Company Overview

NVOY Technologies is a forward-thinking IT Managed Services Provider (MSP) delivering agile and scalable technology solutions to fast-growing businesses. Our mission is to empower customers with best-in-class IT services, ensuring a seamless, secure, and innovative digital workspace.

We specialise in supporting dynamic companies with 25–200+ employees, helping them scale by managing IT support and infrastructure while enhancing security and operational efficiency. Over the past 12–18 months, we have expanded our offering to include Data Platform and AI services, recently being certified as an Anthropic (Claude) implementation partner.

Headquartered in Farringdon, London, we embrace hybrid working as a core part of our culture and have an amazing workspace at Old Sessions House. In the past financial year, our business grew by over 40%.

Role Overview

We are seeking an experienced and proactive Customer Success Lead to join our growing team on a fixed-term maternity cover contract for 14 months. You will manage a portfolio of customer accounts while leading and supporting a growing Customer Success function.

This role combines hands-on client management with team leadership responsibilities. You will deliver an excellent customer experience, drive growth through retention and upsell strategies, and support the development and performance of a Customer Success Manager.

Working closely with Sales, Technical, and Leadership teams, you will play a key role in shaping customer success strategy, improving processes, and ensuring consistent service delivery.

Please Note: This role is being offered as a fixed-term maternity cover contract. As the company grows however, and subject to business needs and individual performance, there may be an opportunity to be considered for a permanent position at the end of the contract.

Key Responsibilities

Customer Success & Account Management

• Own and manage a portfolio of 20 to 30 key customer accounts, building trusted relationships with stakeholders.
• Lead customer onboarding processes, ensuring smooth transitions from sales to delivery.
• Upsell and cross-sell into IT Operations, Security, Data and AI solution
• Identify client objectives, challenges, and technology gaps, recommending appropriate solutions.
• Drive customer retention, satisfaction, and long-term growth.
• Identify and execute upsell and cross-sell opportunities.
• Deliver regular service reviews and strategic account updates.

Team Leadership & Development

• Manage and mentor one Customer Success Manager, providing coaching and performance support.
• Set clear goals aligned with business targets.
• Support professional development and capability building.
• Act as an escalation point for customer issues.
• Foster a collaborative, high-performance team environment.

Strategy, Reporting & Process Improvement

• Use Halo CRM and data insights to improve engagement and identify opportunities.
• Collaborate with Sales and Technical teams to improve outcomes.
• Utilise client reporting for monitoring service quality and providing insights
• Contribute to process, playbook, and tool optimisation.
• Support forecasting and growth pipeline visibility.

Client Engagement & Representation

• Represent NVOY in meetings, workshops, and events.
• Build relationships with senior and C-level stakeholders.
• Continuously enhance the customer experience.

What We’re Looking For

Experience, Qualifications & Knowledge

• 5+ years’ experience in Customer Success, Account Management, or B2B Sales.
• Experience managing or mentoring team members.
• Strong understanding of MSP, cloud, or technology environments.
• Proven track record of revenue, retention, or growth targets.
• Experience with CRM systems and Microsoft 365.
• Confident working with senior stakeholders.
• Strong commercial acumen and ability to identify growth opportunities.
• Excellent communication and presentation skills.

Competencies & Characteristics

• Strong leadership mindset with coaching capability.
• Strategic thinker with a customer-first approach.
• Strong relationship-building skills.
• Results-driven and proactive.
• Adaptable and resilient.
• High emotional intelligence and problem-solving ability.
• Collaborative and team oriented.
• Resilient and adaptable under pressure.

Location & Travel

Hybrid working between home and our head office in Farringdon, London, with regular visits to client sites for meetings or attending events. Travel costs and expenses outside of normal working requirements will be reimbursed.