Sr Pncpl Customer Success Mgr

Company SummaryAs the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.comBusiness SummaryThe Deltek Customer Success team plays a key role in helping our customers maximize the value for their solutions. As a member of our team, you are the customer’s advocate to help them find answers to their questions and support the renewal and growth of their business. If you thrive in a collaborative environment, where learning and development are encouraged, consider Deltek as the next step in your career.Position ResponsibilitiesThe Enterprise Customer Success Manager is responsible for the health, retention, and growth of Deltek’s strategic Professional Services accounts. Acting as a trusted advisor, you will build executive relationships, understand customer objectives, and align Deltek’s solutions to deliver measurable business value.You will lead onboarding, adoption, and engagement strategies while proactively managing risk and identifying growth opportunities. Working cross-functionally, you’ll ensure a seamless customer experience and represent the voice of the customer within Deltek.Key ResponsibilitiesCustomer Relationship & SuccessBuild strong relationships with enterprise stakeholders and act as a trusted advisorLead onboarding and drive adoption to maximise customer valueDevelop and execute success plans focused on retention and growthIdentify and mitigate risks, owning resolution plansDrive customer advocacy (references, case studies, events)Executive EngagementLead Executive Business Reviews, providing insights, performance metrics, and strategic recommendationsDeliver data-driven presentations to senior stakeholders and steering committeesCommercial & GrowthPartner with Sales on account strategy, including renewals, upsell, and cross-sellSupport commercial discussions while maintaining long-term relationshipsShare accountability for renewal and growth targetsCross-functional CollaborationWork closely with Sales, Product, Support, Services, and Cloud teams to deliver outcomesOversee implementations and ensure customer success across the lifecycleAct as the customer’s advocate internally, escalating risks and feedbackCRM & Operational ExcellenceMaintain accurate account data, success plans, and health metrics in Gainsight/SalesforceProvide clear reporting and insights to leadershipTeam & DevelopmentContribute to team growth through mentoring and knowledge sharingContinuously develop expertise in products, industry trends, and Customer Success best practicesQualificationsWhat We’re Looking ForExperience managing enterprise SaaS or ERP customers (Maconomy preferred)Strong commercial acumen and ability to link technology to business valueExcellent stakeholder management, communication, and presentation skillsProven ability to manage multiple accounts and prioritiesExperience working cross-functionally in complex organisationsAI literacy, with the ability to apply tools to improve productivity and client outcomesSelf-starter with strong problem-solving and organisational skillsPreferredExperience in Professional Services, Architecture, Engineering, or Consulting sectorsFamiliarity with Gainsight or similar Customer Success platformsExperience managing large, complex enterprise accounts ($1M+ ACV)Bachelor’s degree or equivalent experienceCareer InterestsCustomer SupportPosition TypeFTTravel Requirements20% Applicant Privacy NoticeDeltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice. Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.20-Oct-2027: UK-London (Remote) : 11298BR