Customer Success Manager

We’re hiring a Customer Success Manager to own a large, varied portfolio of Deskpro customers; with clear accountability for retention and expansion performance against defined targets. This is a hands-on role for someone who thrives on owning the end-to-end customer journey, leading structured value conversations, owning renewals and finding growth opportunities.

Requirements

• 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.

Benefits

• 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