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For Companies At a Glance
- Tasks: Manage customer relationships and ensure they maximise value from our services.
- Company: Join a fast-growing tech scale-up with ambitious plans.
- Benefits: Competitive salary, career growth opportunities, and a dynamic work environment.
- Why this job: Shape the future of Customer Success while making a real impact.
- Qualifications: 3+ years in Customer Success, strong relationship-building skills, and experience with Salesforce.
- Other info: Opportunity to work with diverse clients in healthcare, government, and police sectors.
The predicted salary is between 40000 - 50000 £ per year.
We're looking for an experienced and proactive Customer Success Manager to join Cloud Gateway's growing CS function. You'll be the primary relationship owner for a portfolio of customers spanning enterprise accounts and small-to-medium healthcare, government, and police clients - ensuring they get maximum value from our network and security services. This is a mid-level, individual contributor role. You'll work closely with our Account Managers and technical teams, and play an active part in shaping how Customer Success operates at Cloud Gateway as we scale.
Cloud Gateway is at an exciting inflection point - a fast-growing scale-up with ambitious plans. Working closely with the Head of Customer Success, you'll not only manage your own portfolio but actively contribute to evolving and scaling the CS function itself. This is a great opportunity to grow with the function as we build it out.
What You'll Do
- Relationship Management: Act as the trusted advisor and primary point of contact for your portfolio. You'll collaborate with Account Managers on shared accounts, with a clear division: CS owns the customer health and experience, while Account Management leads on commercial negotiations.
- Customer Advocacy: Be the internal voice of the customer. You'll surface feedback and insights to our product and technical teams, ensuring customer needs influence our roadmap and service delivery.
- Product Adoption & Training: Drive meaningful adoption of our services and customer-facing portal. You'll educate customers on capabilities they aren't yet using and ensure they're getting full value from what they've purchased.
- Business Reviews: Lead regular Quarterly Business Reviews (QBRs) with customers — reviewing performance against their goals, identifying risks, and spotting opportunities for growth. You'll be comfortable presenting to senior and executive stakeholders.
- Retention & Expansion: Own the commercial health of your accounts. You'll be responsible for retention and will proactively identify upsell and cross-sell opportunities, working with Account Managers to bring these to close.
- Operational Excellence: Support the Head of Customer Success in building out the CS function — contributing to tooling, processes, and SOPs as we mature the team.
How We'll Measure Success
- Customer Retention Rate
- Net Revenue Retention (NRR)
- Upsell & Cross-sell Revenue
- Product Adoption Rate
- Customer Health / NPS
- Customer Satisfaction (CSAT) Scores
What We're Looking For
Essential
- 3+ years of experience in a Customer Success Manager role, ideally within an MSP, SASE, or technology-focused business
- A proven track record of building strong, long-term customer relationships
- Comfortable leading QBRs and presenting to senior stakeholders
- Proficiency with Salesforce and experience with a CS platform (e.g. Vitally, Gainsight, ChurnZero)
- Excellent communication, interpersonal, and problem-solving skills
- A proactive, ownership-driven mindset - you don't wait to be told
Desirable
- Familiarity with network and security services or SASE concepts
- Experience working with public sector clients (government, healthcare, police)
- Eligibility for SC and/or NPPV3 security clearance
Other Requirements
- You must be a UK resident to apply
- Some accounts within our portfolio require SC and/or NPPV3 clearance; we will support successful candidates in obtaining this where needed
Customer Success Manager in London employer: Cloud Gateway
Contact Detail:
Cloud Gateway Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Network like a pro! Attend industry events, webinars, and meetups to connect with potential employers and other professionals. The more people you know, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your skills in interviews! Prepare to discuss your experience in building customer relationships and leading QBRs. Use real examples to demonstrate how you've driven product adoption and retention in previous roles.
✨Tip Number 3
Research Cloud Gateway thoroughly! Understand their services, customer base, and recent developments. This will help you tailor your conversations and show that you're genuinely interested in contributing to their growth.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and ready to take on the challenge of shaping the Customer Success function at Cloud Gateway.
We think you need these skills to ace Customer Success Manager in London
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 building strong customer relationships and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Whether it’s improving customer satisfaction scores or successfully leading QBRs, we love to see quantifiable results that show what you can bring to Cloud Gateway.
Be Authentic: Let your personality shine through in your application. We’re looking for someone proactive and ownership-driven, so don’t be afraid to share your unique approach to customer success and how you’ve tackled challenges in the past. Authenticity goes a long way!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Cloud Gateway
✨Know Your Customers
Before the interview, research Cloud Gateway's customer base and understand the specific needs of healthcare, government, and police clients. This will help you demonstrate your ability to act as a trusted advisor and show that you’re proactive about customer success.
✨Showcase Your Relationship Management Skills
Prepare examples from your past experience where you've successfully built long-term relationships with clients. Be ready to discuss how you’ve managed customer health and experience, and how you’ve collaborated with Account Managers in previous roles.
✨Be Ready for QBR Discussions
Since leading Quarterly Business Reviews is a key part of the role, practice presenting performance metrics and discussing strategies for improvement. Think of ways you can identify risks and opportunities for growth, and be prepared to share these insights during the interview.
✨Demonstrate Your Proactive Mindset
Cloud Gateway values a proactive approach, so come prepared with ideas on how you would contribute to evolving and scaling the Customer Success function. Share examples of how you've taken ownership in previous roles and driven initiatives that improved customer satisfaction or product adoption.