Customer Success & Onsite Services Manager
HybridLondon, England, United Kingdom or Dartford, England, United Kingdom
Job Summary
Act as the primary post-sales relationship owner, ensuring customers achieve maximum value from their Audiovisual technology investments while leading onsite managed services delivery. Build strong relationships with customer stakeholders, conduct regular service and business reviews, and drive retention through proactive service management and commercial stewardship. Provide direct line management to onsite service teams across the UK, managing performance, training, and succession planning while serving as the escalation point for operational matters. Analyse AV estate performance data to identify optimisation opportunities, develop lifecycle roadmaps, and support preventative maintenance initiatives that improve uptime. Manage the full lifecycle of service contracts, lead renewals and repricing activities, and maintain accurate forecasting for operational reporting. Collaborate with Sales, Engineering, and Finance teams to support proposal development and continuous improvement of managed services offerings.
Required Qualifications
- Minimum 5 years' experience in Customer Success, Service Delivery, Managed Services, Account Management, or related disciplines
- Experience managing customer-facing technical teams and services
- Strong understanding of AV technologies, collaboration platforms, and managed service environments
- Proven experience managing customer relationships, service contracts, renewals, and commercial performance
- Strong analytical skills with the ability to interpret operational and asset data and translate findings into customer recommendations
- Excellent communication, stakeholder management, and presentation skills
- Strong organisational, leadership, and problem-solving abilities
- Experience using CRM, service management, and reporting platforms
- Willingness to travel for customer meetings, site visits, and team engagement activities
- Compliance with all company information security, health and safety, and operational policies
Desired Qualifications
- CTS certification
- ITIL Foundation or higher
- PMP, PRINCE2, or equivalent certification
- Experience within AV Managed Services or Systems Integration environments
- Knowledge of Microsoft 365 collaboration technologies
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.