Customer Success Manager

Protecht is seeking a Customer Success Manager to deliver customer outcomes across a portfolio of customers. The role focuses on building relationships, driving product adoption and value, identifying growth opportunities, and collaborating with Sales, Product, and Support teams.

Responsibilities:

• Own and manage a portfolio of customers, acting as their trusted advisor and primary point of contact
• Build strong, long term relationships by understanding customer objectives and aligning solutions to their needs
• Drive product adoption, engagement, and value realisation through proactive customer success strategies
• Partner with Account Managers to identify and support growth and expansion opportunities
• Deliver regular business reviews, insights, and reporting to demonstrate impact and ROI
• Act as the voice of the customer, feeding insights back to Product and internal teams
• Collaborate cross functionally to resolve issues and continuously improve the customer experience
• Support customer user groups and webinars

Requirements:

• Proven experience in Customer Success, Account Management, or a similar customer facing role
• Strong relationship building and stakeholder management skills
• Commercially minded, with experience driving retention, adoption, and growth
• Data driven, with the ability to interpret customer insights and translate them into action
• Highly organised and able to manage multiple accounts and priorities
• Proactive, solutions focused, and customer obsessed mindset
• Experience working with complex SaaS solutions, technology products, or B2B environments
• Experience using CRM or customer success platforms
• Familiarity with platforms such as Gainsight, Planhat, ChurnZero, or HubSpot
• Experience managing enterprise or complex customer portfolios
• Understanding of customer success frameworks and industry best practices