At a Glance
- Tasks: Build strong relationships with clients and ensure they get the best value from our services.
- Company: Join a leading IT and cybersecurity provider with a focus on innovation and client success.
- Benefits: Enjoy unlimited leave, private healthcare, discounts, and fun team events.
- Other info: Flexible working hours and opportunities for professional development.
- Why this job: Be at the heart of customer success and help shape the future of technology partnerships.
- Qualifications: 2+ years in customer-facing roles with strong communication and relationship-building skills.
The predicted salary is between 29700 - 36300 £ per year.
Atlas Cloud is a managed IT and cybersecurity services provider founded in 2010, headquartered in Newcastle upon Tyne and operating nationally.
We specialise in secure, compliant IT for professional services firms - particularly law firms, barristers' chambers and recruitment agencies - built around Microsoft 365 and Azure.
We call it Reassuringly Secure.
We're a Microsoft Solutions Partner (Security and Modern Work), a Cyber Essentials Certification Body and ISO 27001 certified, with a security team that has audited 3,000+ organisations.
In 2026 we were ranked #24 globally and #3 in the UK in the MSP 501, the industry's most rigorous ranking of managed service providers.
We're now investing in a new Technology Success model - moving beyond reactive IT support to become a proactive strategic partner that helps clients continuously improve their security, resilience, productivity and long-term technology maturity.
The CSM is central to that ambition, and this is a rare opportunity to help shape the model as it scales across our client base.
About The Role
Under the new Technology Success model, each of Atlas Cloud’s customers will receive a strategic advisor (v CIO), a technical alignment lead (TAM) and you - the person who owns the living, breathing relationship and its development.
The CSM forms the heart of the new model and has two clear priorities: ensure customers get ongoing value from us and grow our relationships commercially.
It's a role with genuine breadth: part service leader, part relationship-builder, part commercial closer.
You will likely to be responsible for between 30-50 customers.
- Service experience and continuity - you are the customer's trusted day-to-day point of contact, absorbing and resolving the operational noise so every interaction feels effortless.
You will track and report on individual customer health, flagging risks where appropriate.
- Commercial retention and growth - you own minor renewals and cross-sell/upsell across the base, closing recommendations agreed by the customer with the Virtual Chief Information Officer (v CIO) in their Quarterly Business Reviews (major commercial opportunities, which you recognise, are triggered according to guidelines and handed to Bid Management).
If the service experience/continuity element is done well, customers enter strategic reviews with their v CIO content and forward-looking, which in-turn will feed the commercial element.
Key Responsibilities
- Service Reporting - walk customers through regular service reporting (ticket volumes, SLA performance, trends, recurring issues) so performance is transparent and there are no surprises.
- Service Escalations - field questions about service, tickets and requests; own the answer or route it and make sure it lands.
Own any escalations end-to-end triage, drive resolution with input from all areas of the business, keep the customer informed and close the loop.
- Action Tracking - own the customer’s Action Register – ensure actions, decisions, dependencies and follow-ups are tracked and communicated so that nothing stalls.
- Customer Satisfaction - run service reviews, monitor CSAT/NPS, update health tracking and spot dissatisfaction early - dealing with it before it reaches the v CIO or becomes a churn risk.
- Renewals & Retention - own the renewal process across your base, protecting and growing recurring revenue (gross and net revenue retention).
- Cross-Sell & Upsell - proactively identify and progress expansion opportunities across the base - the natural next services for each customer based on their agreed roadmap.
- Major Opportunity Handover - recognise major commercial opportunities based on guidelines, trigger them and pass them to Bid Management with a clean brief.
Knowing where your line sits - and handing over cleanly rather than over-reaching - is a core skill of this role.
- Communication & Coordination - keep customers proactively informed, schedule meetings/follow-ups and coordinate internally across TAM, v CIO, Service Desk and Projects.
Report customer objections and recurring service themes internally via the Standards Committee.
Does Not Own
To minimise role duplication, it is important to note that this role does not own any of the following tasks:
- Strategic consulting and business technology roadmaps (v CIO)
- Forward-looking QBR agenda and technology strategy (v CIO)
- Technical alignment / assessments (TAM)
- Project management and solution architecture (Projects)
- Major commercial proposals and complex renewals (Bid Management)
- Targets & Success Metrics
- Retention: Gross and net revenue retention across your base; renewals completed to target
- Growth: cross-sell/upsell revenue generated
- Handover quality: major opportunities correctly identified and passed to Bid Management with a clean, timely brief (measured on quality of handover, not close)
- Service: CSAT/NPS held or improving; escalation volume reaching the v CIO trending down
- Proxy for success: Customers arriving at QBRs with no unresolved service grievances
Skills & Attributes
- Required
- 2+ years in a customer-facing role - e. g. customer success, account management, sales (SDR/AE), account coordination or service delivery
- Excellent relationship-building and communication skills, confident dealing with everyone from day-to-day users to senior stakeholders
- Strong organisation and coordination skills - able to juggle multiple clients, actions and deadlines without letting anything slip
- Calm and methodical under pressure, with a genuine service ethic and a knack for defusing dissatisfaction
- Commercial awareness and confidence in renewal and upsell conversations, with the judgement to recognise when an opportunity should be handed over
- Comfortable working with data and reporting - able to turn service and usage information into clear insight and action
- A proactive, customer-centric mindset - anticipating needs rather than just reacting to problems
- Experience in a Saa S, managed services or IT/technology environment
- Familiarity with customer success tooling (e. g. Scale Pad)
- Exposure to renewals, upsell/cross-sell or account growth
- Working understanding of professional services sectors (legal, recruitment or similar)
- Awareness of IT service management principles (e. g. ITIL) given the reporting and escalation focus
- Professional Development
The CSM is encouraged to pursue a customer success development path – e. g.
CS certification, account management/commercial fundamentals and stakeholder management.
Not mandated, but encouraged as part of growing into the role.
Benefits - why work at Atlas Cloud?
Aside from the great team you’ll be working with, there are many reasons to enjoy working with us:
- Unlimited annual leave allowance
- Access to Private GP Healthcare through Doctor Care Anywhere
- Free monthly perks like a Greggs food via Perkbox
- Access to Perkbox, giving discounts galore
- A flexible approach to your working day
- Quarterly social events organised, where remote workers can travel and stay over (at our expense)
- Regular hiking days out with colleagues
- Quarterly staff awards
- Glassdoor-rated CEO, at the helm for 15+ years
- #J-18808-Ljbffr
Customer Success Manager in Newcastle upon Tyne employer: Atlas Cloud
Atlas Cloud is an exceptional employer, offering a dynamic work environment in Newcastle upon Tyne where innovation meets collaboration. With benefits like unlimited annual leave, access to private healthcare, and a strong focus on employee development, we empower our Customer Success Managers to thrive both personally and professionally. Join us to be part of a supportive team that values your contributions and fosters meaningful relationships with clients while enjoying a flexible work culture and exciting social events.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Atlas Cloud. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Atlas Cloud before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Atlas Cloud:Your cover letter is your chance to shine! Tell us why you want to work at Atlas Cloud specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Atlas Cloud!
How to prepare for a job interview at Atlas Cloud
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
