About Atlas Cloud
Atlas Cloud is a managed IT and cybersecurity services provider founded in 2010, headquartered in Newcastle upon Tyne and operating nationally. We specialise in secure, compliant IT for professional services firms – particularly law firms, barristers’ chambers and recruitment agencies – built around Microsoft 365 and Azure. We call it Reassuringly Secure.
We’re a Microsoft Solutions Partner (Security and Modern Work), a Cyber Essentials Certification Body and ISO 27001 certified, with a security team that has audited 3,000+ organisations. In 2026 we were ranked #24 globally and #3 in the UK in the MSP 501, the industry’s most rigorous ranking of managed service providers.
We’re now investing in a new Technology Success model – moving beyond reactive IT support to become a proactive strategic partner that helps clients continuously improve their security, resilience, productivity and long-term technology maturity. The CSM is central to that ambition, and this is a rare opportunity to help shape the model as it scales across our client base.
About The Role
Under the new Technology Success model, each of Atlas Cloud’s customers will receive a strategic advisor (vCIO), a technical alignment lead (TAM) and you – the person who owns the living, breathing relationship and its development.
The CSM forms the heart of the new model and has two clear priorities: ensure customers get ongoing value from us and grow our relationships commercially. It’s a role with genuine breadth: part service leader, part relationship-builder, part commercial closer. You will likely to be responsible for between 30-50 customers.
- Service experience and continuity – you are the customer’s trusted day-to-day point of contact, absorbing and resolving the operational noise so every interaction feels effortless. You will track and report on individual customer health, flagging risks where appropriate.
- Commercial retention and growth – you own minor renewals and cross-sell/upsell across the base, closing recommendations agreed by the customer with the Virtual Chief Information Officer (vCIO) in their Quarterly Business Reviews (major commercial opportunities, which you recognise, are triggered according to guidelines and handed to Bid Management).
If the service experience/continuity element is done well, customers enter strategic reviews with their vCIO content and forward-looking, which in-turn will feed the commercial element.
Does Not Own
To minimise role duplication, it is important to note that this role does not own any of the following tasks:
- Strategic consulting and business technology roadmaps (vCIO)
- Forward-looking QBR agenda and technology strategy (vCIO)
- Technical alignment / assessments (TAM)
- Project management and solution architecture (Projects)
- Major commercial proposals and complex renewals (Bid Management)
Targets & Success Metrics
- Retention: Gross and net revenue retention across your base; renewals completed to target
- Growth: cross-sell/upsell revenue generated
- Handover quality: major opportunities correctly identified and passed to Bid Management with a clean, timely brief (measured on quality of handover, not close)
- Service: CSAT/NPS held or improving; escalation volume reaching the vCIO trending down
- Proxy for success: Customers arriving at QBRs with no unresolved service grievances
Client Portfolio & Capacity
You’ll own a defined portfolio of clients, delivering their strategic cadence throughout the year. Industry benchmarks for this type of role sit at roughly 35-45 clients per vCIO; we’ll set your portfolio deliberately as the model scales, so you can give each client genuine strategic attention rather than spreading yourself thin.
