Reporting to the Regional Manager of Customer Success, the Customer Success Manager (CSM) will act as the main point of contact and interface with existing customers.
Core focus on post-sale relationships, upselling/cross-selling, enablement, service performance, renewals, and supporting customer experience.
Accountable for driving both incremental sales and retaining existing revenue by proactively reaching out to customers and introducing them to new product enhancements.
Collaborate with Direct Sales Executives and Solutions Architects to drive, grow, and retain targeted revenue from existing customers.
Act as a trusted advisor to existing customers, focusing on initial onboarding and enablement, to ensure a quick time to value.
Champion customers throughout their entire customer journey, facilitating resolution of customer-related issues and concerns from a Commercial and Sales standpoint.
Report on and analyze customer experience, communicating trends to the wider team and identifying growth opportunities.

3+ years experience within the Enterprise software market or Internet/Telecommunications industries.
3+ years experience in an Account Management or Customer Success role.
Proven ability to work in a fast-paced technical environment, with multiple tasks or goals.
Strong verbal and written communication skills, as well as the ability to collaborate and work effectively across internal and external organisations.
Demonstrable ability to identify customer needs, appreciate and understand the customers’ service issues, or “pain points”, and present a suitable solution.
Ability to deliver revenue results and operate in a consultative-based selling approach.
Ability to work with the wider Megaport teams to focus on revenue generation and results.
Maintain records, reports and data as per the Megaport models, with a focus on revenue retention from the existing agreed customer list.
Strong verbal and written communication skills are a must, as well as the ability to work effectively across internal and external organisations.
Experience in proposing or deploying cloud and virtualised compute solutions in enterprise customer environments is highly desired.

Customer Success Manager

Key skills