Find a job 
Featured Companies 
Featured Universities 
For Companies 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 personal development budget.
- Why this job: Make a real impact in customer success while enjoying hybrid work flexibility.
- Qualifications: 3+ years in B2B SaaS Customer Success or Account Management.
- Other info: Exciting growth phase with opportunities for career development and team events.
The predicted salary is between 50000 - 65000 £ 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.
Qualifications
- 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)
Personal development budget
BUPA Private Healthcare
Pension scheme
Team lunches, socials and seasonal events
Customer Success Manager employer: Deskpro
Contact Detail:
Deskpro Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by researching Deskpro thoroughly. Understand their products, values, and customer success strategies. This will help you tailor your answers and show that you’re genuinely interested in being part of the team.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Success Manager. Highlight your achievements in retention and expansion, and be prepared to discuss specific examples of how you've driven value for customers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining Deskpro and ready to take ownership of your career in customer success.
We think you need these skills to ace Customer Success Manager
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 with strategic portfolio ownership and how you've driven revenue in previous roles. We want to see how you can bring value to Deskpro!
Showcase Your Growth Mindset: In your application, share specific examples of how you've identified and closed expansion opportunities. We love candidates who are proactive and can demonstrate their ability to exceed targets, so don’t hold back on those success stories!
Highlight Stakeholder Navigation Skills: Talk about your experience building relationships across customer organisations. We’re looking for someone who can run Success Plans and align product value to customer goals, so make sure to include relevant examples in your application.
Keep It Professional Yet Personal: While we appreciate professionalism, we also want to get a sense of who you are! Let your personality shine through in your writing. Remember, you can apply directly through our website, and we can't wait to hear from you!
How to prepare for a job interview at Deskpro
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like retention rates, NPS, and expansion revenue. Be ready to discuss how you've used these metrics in your previous roles to drive results and improve customer relationships.
✨Showcase Your Strategic Thinking
Prepare examples of how you've owned a portfolio of customers and driven growth. Think about specific upsell or cross-sell opportunities you've identified and how you approached those conversations. This will demonstrate your strategic mindset and ability to deliver value.
✨Understand Deskpro's Unique Value
Familiarise yourself with Deskpro’s platform and its features. Be prepared to discuss how you would align Deskpro’s offerings with customer goals. Showing that you understand their product will highlight your proactive approach and commitment to customer success.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and risk management abilities. Think of scenarios where you've had to monitor health indicators or manage churn risks. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.