Customer Success Manager

Role Overview

• 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