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- Tasks: Own the customer lifecycle, ensuring satisfaction and driving account growth.
- Company: High-growth SaaS organisation in data resilience and cyber recovery.
- Benefits: Competitive salary, performance bonus, and remote-first working model.
- Other info: Join a supportive culture with opportunities for professional growth.
- Why this job: Make a real impact in a collaborative environment with ownership over customer success.
- Qualifications: 5+ years in Customer Success or SaaS, with knowledge of enterprise backup solutions.
The predicted salary is between 60000 - 80000 £ per year.
Location: United Kingdom (Remote-first, with occasional travel to HQ in Oxfordshire area)
We’re supporting a UK-based, high-growth SaaS organisation operating in the data resilience, backup, and cyber recovery space to hire a Customer Success Manager. This is a high-impact role owning the end-to-end customer lifecycle – from onboarding and adoption through to renewal and expansion – ensuring enterprise customers maximise value from a mission-critical platform.
The role sits at the intersection of Customer Success, Sales, and Technical Support, requiring someone who is equally comfortable building senior stakeholder relationships as they are engaging in semi-technical conversations around enterprise backup and data protection environments. You will work closely with internal teams across Product, Engineering, Support, and Sales to drive customer satisfaction, retention, and account growth.
Key responsibilities:
- Own the full customer lifecycle: onboarding, adoption, retention, and expansion
- Build strong relationships with enterprise customer stakeholders globally
- Partner with Sales on renewals, forecasting, and account growth strategies
- Identify upsell and cross-sell opportunities through value-led conversations
- Support technical discussions across enterprise backup and recovery environments including IBM TSM (Tivoli Storage Manager), IBM Spectrum Protect, Veeam, Rubrik, and Cohesity ecosystems
- Collaborate with Support and Engineering teams to resolve customer issues
- Identify early warning signs of customer risk and drive retention strategies
- Maintain accurate renewal forecasting and account health tracking
- Handle customer escalations including commercial, contractual, and service-related issues
- Contribute to improving Customer Success processes, playbooks, and reporting
What we’re looking for:
- 5+ years’ experience in Customer Success, SaaS, IT services, or enterprise software roles
- Strong hands-on or working knowledge of enterprise backup and data protection platforms such as IBM TSM (Tivoli Storage Manager), IBM Spectrum Protect, Veeam, Rubrik, Cohesity (or similar technologies)
- Comfortable operating in a semi-technical environment with infrastructure-level understanding
- Proven track record in renewals, retention, and account growth
- Strong communication, negotiation, and stakeholder management skills
- Experience working cross-functionally with technical and commercial teams
- Confident managing customer escalations in complex enterprise environments
- Strong organisational skills with the ability to manage multiple accounts and priorities
- Self-motivated, proactive, and comfortable in a remote-first environment
Nice to have:
- MSP, enterprise storage, or cyber resilience background
- Exposure to value-based selling and expansion strategies
- Previous experience in fully remote or distributed teams
What’s on offer:
- Competitive salary and performance-related bonus
- Remote-first working model with occasional travel to HQ
- Opportunity to shape and influence a growing Customer Success function
- High-growth SaaS environment with real ownership and impact
- Collaborative, supportive culture with strong cross-functional exposure
This is a strong opportunity for someone with deep backup/data protection experience across IBM Spectrum Protect / TSM, Veeam, Rubrik, Cohesity and similar enterprise environments, who wants to step into a customer-facing, commercially driven role with real influence on growth and retention.
Customer Success Manager employer: Chapman Tate Associates
Contact Detail:
Chapman Tate Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant webinars, and join online forums. The more people you know, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Prepare for those interviews by brushing up on your knowledge of enterprise backup and data protection platforms. Be ready to discuss how you've handled customer escalations and driven account growth in past roles.
✨Tip Number 3
Showcase your communication skills! During interviews, demonstrate how you can build strong relationships with stakeholders and engage in semi-technical conversations. This is key for a role that sits at the intersection of Customer Success and Sales.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in SaaS and enterprise software, especially around backup and data protection platforms. We want to see how your skills align with what we’re looking for!
Showcase Your Communication Skills: Since this role involves building relationships with senior stakeholders, it’s crucial to demonstrate your strong communication skills. Use clear, concise language in your application and provide examples of how you've successfully managed customer relationships in the past.
Highlight Technical Knowledge: Don’t forget to mention your hands-on experience with technologies like IBM TSM, Veeam, or similar. We’re looking for someone who can engage in semi-technical conversations, so make sure to showcase your understanding of these platforms in your application.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it shows your enthusiasm for joining our team!
How to prepare for a job interview at Chapman Tate Associates
✨Know Your Tech
Brush up on your knowledge of enterprise backup and data protection platforms like IBM TSM, Veeam, and Rubrik. Be ready to discuss how these technologies work and their benefits, as you'll need to engage in semi-technical conversations during the interview.
✨Showcase Your Success Stories
Prepare specific examples from your past roles that highlight your experience in customer success, renewals, and account growth. Use the STAR method (Situation, Task, Action, Result) to structure your responses and demonstrate your impact.
✨Build Rapport with Stakeholders
Practice your communication skills by simulating conversations with senior stakeholders. Show that you can build strong relationships and navigate complex discussions, as this role requires a balance between technical and commercial interactions.
✨Be Proactive About Customer Retention
Think about strategies you've used to identify early warning signs of customer risk and how you've successfully driven retention. Be prepared to discuss these strategies and how they could apply to the company's customer base.