Job Description

At Reformed IT, we're not your average Managed Service Provider. We've grown quickly since launching in 2019, in fact we're one of the fastest growing companies in Europe and now support businesses across the East Midlands with their IT and Cyber Security needs.

Our growth has been built on strong client relationships, and now we're looking for a

Customer Success Manager

(sometimes known as an IT Account Manager) to help us take that to the next level.

What you'll be doing

You'll be the go-to person for a portfolio of our clients, ensuring they get the very best out of our services. Day to day, you'll:

Build strong, long-term relationships with clients, becoming their trusted IT advisor. Conduct Quarterly Business Reviews (QBRs) to align IT strategy with business goals. Ensure smooth contract renewals and identify opportunities for clients to benefit from additional services or projects. Handle client quotes, orders and procurement. Track and improve client satisfaction through NPS feedback. Act as the bridge between clients and our technical teams, making sure communication is clear and expectations are met. Shadow our CEO in some new business meetings to gain insight into the sales process and company growth.

What we're looking for

We'd love you to have:

Experience in a similar Customer Success or Account Management role, ideally within an MSP or IT services environment. Great communication and relationship-building skills - you enjoy working with people and helping them succeed. A proactive mindset - spotting opportunities to add value before the client even asks. The ability to understand technical concepts and translate them into business benefits (you don't need to be an engineer, but you'll need to be comfortable talking tech).
But we also know passion and attitude count for a lot. So, if you've not worked in an MSP before but can show us you're eager to learn, care about customer success, and want to grow with us - we'd love to hear from you.

Why join Reformed IT?

Be part of a growing, ambitious MSP with a reputation for service excellence. Work directly with the CEO and leadership team, giving you exposure to strategy and growth plans. Hybrid working - after probation, you can work from home up to 2 days a week. Salary of 35,000 - 40,000 plus performance-related pay. Private medical insurance through Vitality. Access to an electric car through a salary-sacrifice scheme by Octopus Energy. A culture that values people, development, and genuine client success.
Job Types: Full-time, Permanent

Pay: 35,000.00-40,000.00 per year

Benefits:

Company events Company pension Health & wellbeing programme Profit sharing Work from home
Work authorisation:

United Kingdom (required)
Work Location: In person