Customer Success Manager

🕒 March 27

🏢🏡 London – Hybrid

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Deskpro

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🤝 B2B

⚡ Productivity

SaaS • B2B • Productivity

Deskpro is a help desk software provider offering a flexible, customizable platform for managing customer support and internal operations. It allows organizations to deploy their help desk on the Cloud or On-Premise, facilitating easy management of support requests through various channels such as live chat, voice, and email. Deskpro integrates with existing business tools and offers automation features to enhance productivity. With strong customization options, it serves a wide range of teams including IT, HR, and legal. The platform is known for its robust reporting tools, security credentials, and seamless integration capabilities, making it suitable for enterprise and smaller teams alike.

📋 Description

• - Owning a portfolio of strategic, growth and scaled customers representing significant ARR and growth potential. • - Building and closing expansion pipeline; focused on upsell and cross-sell opportunities. • - Delivering against retention targets. • - Running Success Plans aligned to customer goals. • - Leading QBRs, value reviews and structured cadence meetings. • - Owning a subset of renewals, reviewing risk and approach with the Director of Customer Success. • - Monitoring health indicators and acting on early warning signs. • - Acting as the primary point of contact and trusted partner for your customers. • - Collaborating cross-functionally with Product, Support, Solutions and Marketing.

🎯 Requirements

• - **3+ years in a B2B SaaS Customer Success Manager or Account Manager role** • - **Strategic Portfolio Ownership:** A history of owning a portfolio of strategic, growth and scaled customers representing significant ARR • - **Growth Mindset: **Proven track record of identifying, building and closing expansion opportunities. You don’t just manage relationships; you proactively drive revenue and consistently exceed expansion and retention targets. • - **Stakeholder Navigation:** Experience building deep relationships across the customer organisation, running Success Plans to align product value to their unique goals. • - **Outcome-Driven Curiosity:** A natural inclination to dig deep into customers' business challenges. You don’t just "support" a customer; you ask the right questions to understand their core needs and proactively showcase how Deskpro delivers measurable value. • - **Risk Management:** High proficiency in monitoring health indicators to mitigate churn; with the professional judgment to know when to strategically escalate risks to the Director of Customer Success. • - **Regional Autonomy:** You are comfortable acting as the sole CSM for UK & EMEA, with a high-volume book of business to prioritise.

🏖️ Benefits

• At Deskpro, we believe that long-term customer partnerships are built on trust, insight, and shared success. You’ll join a supportive team in an exciting growth phase, with real ownership, clear expectations, and the opportunity to develop your Customer Success career while having measurable commercial impact. • - Competitive salary + performance incentives • - Employee equity scheme • - 25 days holiday + UK Bank Holidays • - Hybrid working (3 days in Wimbledon HQ) • - Personal development budget • - BUPA Private Healthcare • - Pension scheme • - Team lunches, socials and seasonal events