At a Glance
- Tasks: Own and grow a diverse portfolio of customers, driving retention and expansion.
- Company: Join Deskpro, a leading helpdesk software provider with a collaborative culture.
- Benefits: Competitive salary, performance incentives, employee equity, and 25 days holiday.
- Other info: Enjoy hybrid working and be part of a team in an exciting growth phase.
- Why this job: Make a real impact in customer success while developing your career in a supportive environment.
- Qualifications: 3+ years in B2B SaaS Customer Success or Account Management with a growth mindset.
The predicted salary is between 50000 - 60000 £ per year.
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.
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.
- 3+ years in a B2B SaaS Customer Success Manager or Account Manager role.
- Strategic Portfolio Ownership: A history of owning a portfolio of strategic, growth and scaled customers representing significant ARR.
- Growth Mindset: Proven track record of identifying, building and closing expansion opportunities. You don’t just manage relationships; you proactively drive revenue and consistently exceed expansion and retention targets.
- Stakeholder Navigation: Experience building deep relationships across the customer organisation, running Success Plans to align product value to their unique goals.
- Outcome‑Driven Curiosity: A natural inclination to dig deep into customers' business challenges. You don’t just "support" a customer; you ask the right questions to understand their core needs and proactively showcase how Deskpro delivers measurable value.
- Risk Management: High proficiency in monitoring health indicators to mitigate churn; with the professional judgment to know when to strategically elevate risks to the Director of Customer Success.
- Regional Autonomy: You are comfortable acting as the sole CSM for UK & EMEA, with a high‑volume book of business to prioritise.
At Deskpro, we believe that long‑term customer partnerships are built on trust, insight, and shared success. You’ll join a supportive team in an exciting growth phase, with real ownership, clear expectations, and the opportunity to develop your Customer Success career while having measurable commercial impact.
Competitive salary + performance incentives
Employee equity scheme
25 days holiday + UK Bank Holidays
Hybrid working (3 days in Wimbledon HQ)
Team lunches, socials and seasonal events
Customer Success Manager Customer Success London, United Kingdom employer: Deskpro Ltd
Deskpro is an exceptional employer that fosters a collaborative and supportive work culture, particularly for the Customer Success Manager role based in Wimbledon, London. With a strong focus on employee growth, you will have the opportunity to take ownership of a diverse portfolio while enjoying a hybrid working model, competitive salary, and performance incentives. Join us to make a measurable impact in a thriving environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager Customer Success London, United Kingdom
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Deskpro Ltd. 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 Deskpro Ltd 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 Customer Success London, United Kingdom
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 Deskpro Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Deskpro Ltd 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 Deskpro Ltd!
How to prepare for a job interview at Deskpro Ltd
✨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.
