At a Glance
- Tasks: Own customer relationships, drive retention, and identify growth opportunities.
- Company: Join Deskpro, a leading helpdesk software provider with a global impact.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and customer satisfaction.
- Why this job: Make a real difference in customer success while working with a dynamic team.
- Qualifications: 3+ years in Customer Success or Account Management with a passion for customer engagement.
The predicted salary is between 50000 - 60000 € per year.
About Deskpro
Deskpro is a leading provider of helpdesk software, offering an omnichannel customer support platform that empowers organisations to manage their customer communications efficiently. With a robust set of tools, Deskpro helps businesses deliver exceptional support experiences across multiple channels, including email, chat, voice, and social media. Our platform is highly customisable and integrates seamlessly with a wide range of third‑party applications, making it the preferred choice for teams worldwide.
Overview
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. You will act as the sole Customer Success Manager for the UK & EMEA, owning a mixed portfolio across strategic, growth, and scaled segments throughout the region, while collaborating with the wider global team, across Customer Success, Sales and Product. With full responsibility for delivering against expansion and retention quotas across your book of business. This role is ideally suited for candidates with 3+ years of hands‑on CSM or Account Management experience who are motivated by high levels of commercial ownership and regional autonomy. This is a hybrid role (3 days in‑office, Wimbledon HQ) reporting directly to the Director of Customer Success.
Key Responsibilities
- 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.
Customer Success Manager in London employer: Deskpro Ltd
Deskpro is an exceptional employer that fosters a dynamic and collaborative work culture, where employees are empowered to take ownership of their roles and drive meaningful customer success. With a focus on professional growth, Deskpro offers ample opportunities for career advancement within a supportive environment, all while being based in the vibrant area of Wimbledon, which provides a perfect blend of work-life balance and accessibility to London. Join us to be part of a forward-thinking team that values innovation and customer-centricity, making every day at Deskpro rewarding and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with potential employers on social media. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for interviews by researching Deskpro and understanding their customer success strategies. We should be ready to discuss how we can contribute to their goals and demonstrate our knowledge of the omnichannel support landscape.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your responses. We want to ensure we can confidently articulate our experience and how it aligns with the Customer Success Manager role.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in showing our enthusiasm for the role. Plus, it keeps us on their radar as they make their decision.
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 managing customer relationships and achieving retention targets, as this will show us you understand what we're looking for.
Showcase Your Achievements:Don’t just list your responsibilities; we want to see your successes! Include specific examples of how you've driven growth or improved customer satisfaction in previous roles. Numbers speak volumes!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who can build strong relationships with our customers, so showing us your genuine passion for customer success will definitely set you apart.
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 don’t miss out on any important updates from our team!
How to prepare for a job interview at Deskpro Ltd
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like Net Promoter Score (NPS), Customer Lifetime Value (CLV), and churn rates. Being able to discuss these metrics shows that you understand the importance of retention and expansion in a Customer Success Manager role.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific customer situations. Think of examples from your past experience where you successfully managed customer relationships, resolved conflicts, or identified upsell opportunities. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Familiarise Yourself with Deskpro's Platform
Take some time to explore Deskpro’s helpdesk software and its features. Understanding how the platform works will allow you to speak confidently about how you can help customers leverage it for their needs, which is crucial for a role focused on customer communication and support.
✨Show Your Collaborative Spirit
Since this role involves working closely with various teams, be ready to discuss how you’ve collaborated with sales, product, or marketing teams in the past. Highlight any experiences where teamwork led to successful outcomes for customers, as this will demonstrate your ability to work cross-functionally.
