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For Companies At a Glance
- Tasks: Lead customer retention efforts and ensure maximum satisfaction for top strategic clients.
- Company: Deskpro, a leading provider of innovative helpdesk software.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer success in a dynamic SaaS environment.
- Qualifications: Proven experience in Customer Success within SaaS, especially in fast-scaling environments.
- Other info: Collaborate with cross-functional teams and build lasting relationships with key stakeholders.
The predicted salary is between 48000 - 72000 £ 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 are seeking a highly strategic and experienced Customer Success Manager to lead retention efforts across our high-value and EMEA accounts. This London-based role will focus on the retention of our top strategic clients, as well as part of our Growth cohort of customers. You will be ensuring maximum customer satisfaction, driving adoption, and aligning executive priorities with our platform capabilities. Your portfolio will be mixed, with customers across different industries, geographies and scales, with a key focus on our top accounts. You will be working directly with the VP of Solutions to build and scale a best-in-class customer success experience, bringing a wealth of Customer Success experience in SaaS – ideally from fast-scaling or enterprise-focused environments.
This is a hybrid role (3 days in-office, Wimbledon HQ) reporting directly to the VP of Solutions.
Key Responsibilities
- Own a portfolio of strategic and growth-tier Deskpro customers with the highest ARR and growth potential.
- Ensure a 90+% renewal rate is maintained for all customers in your portfolio.
- Develop and execute success plans that drive product renewal, adoption and education.
- Partner cross-functionally with Product, Sales, and Support to advocate for customer needs and influence roadmap priorities.
- Lead quarterly business reviews with key stakeholders.
- Monitor key metrics (e.g., NRR, usage data, health scores) and act on early warning signals.
- Work closely with Account Managers to identify strategic upsell opportunities.
- Build long-term relationships with senior stakeholders to become a trusted advisor.
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Senior Customer Success Manager employer: Deskpro Ltd
Contact Detail:
Deskpro Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Deskpro or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching Deskpro's platform and understanding their customer success strategies. Show us that you know how to drive adoption and retention, and be ready to discuss how you can contribute to their goals.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. Remind them of your enthusiasm for the role and how your experience aligns with their needs. It keeps you fresh in their minds.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Deskpro team.
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Senior Customer Success Manager. Highlight your experience in SaaS and customer success, especially with high-value accounts. We want to see how you’ve driven adoption and satisfaction in previous roles!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer success and how your strategic approach aligns with our goals at Deskpro. Don’t forget to mention any relevant metrics or achievements that showcase your impact.
Showcase Your Soft Skills: As a Customer Success Manager, building relationships is key. In your application, let us know about your communication skills and how you’ve successfully partnered with cross-functional teams. We love seeing examples of how you’ve influenced stakeholders!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Deskpro Ltd
✨Know Your Customer Success Metrics
Familiarise yourself with key metrics like Net Revenue Retention (NRR) and health scores. Be ready to discuss how you've used these metrics in previous roles to drive customer satisfaction and retention.
✨Showcase Your Strategic Thinking
Prepare examples of how you've developed and executed success plans for high-value clients. Highlight your ability to align customer needs with product capabilities, as this is crucial for the role.
✨Build Rapport with Stakeholders
Think about how you can establish long-term relationships with senior stakeholders. Share stories that demonstrate your experience in becoming a trusted advisor and how you’ve influenced decision-making in past roles.
✨Cross-Functional Collaboration
Be ready to discuss your experience working with Product, Sales, and Support teams. Provide specific examples of how you've advocated for customer needs and influenced roadmap priorities to enhance customer success.
