At a Glance
- Tasks: Manage a diverse portfolio of UK & EMEA customers and drive growth opportunities.
- Company: Join Deskpro, a leading provider of innovative helpdesk software.
- Benefits: Earn £70k OTE, enjoy remote work, and access personal development funds.
- Other info: Remote-first culture with opportunities for personal growth and equity.
- Why this job: Be a trusted advisor and make a real impact on customer success.
- Qualifications: 2-3 years in B2B SaaS Customer Success or Account Management.
The predicted salary is between 70000 - 70000 £ 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.
About the role
We're looking for a Commercial, customer-focused Customer Success Manager to own a high-volume portfolio of UK & EMEA customers, acting as their trusted advisor. Your role will be focused on finding growth opportunities and ensuring a high retention rate across the portfolio, reporting into the Director of Customer Success, based in London. You'll manage a large and diverse portfolio, spanning SMB to Enterprise customers with different use cases and levels of complexity. You'll need to adapt your approach based on the customer, balancing proactive relationship management with efficient and scalable coverage across your book. Prioritisation and time management are core to succeeding here.
You'll own your customer relationships end-to-end while working closely with the wider global team, with the opportunity to influence how our coverage and processes evolve as we scale. Please note this is a UK remote role with some travel to the Wimbledon office and to meet clients across the region.
Requirements
What you'll be responsible for:
- Owning a high-volume UK & EMEA portfolio across different segments
- Building and closing expansion pipeline, both upsell and cross-sell
- Delivering against retention targets and expansion quotas
- Running Success Plans aligned to customer goals, calibrated to account tier
- Leading QBRs and value reviews for larger accounts; structured lighter-touch cadences for scaled accounts
- Owning renewals for your book, reviewing risk and working closely with the Director of Customer Success to mitigate
- 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
What we're looking for:
- 2–3 years in a B2B SaaS Customer Success Manager or Account Management role, with some exposure to renewal, retention, or upsell targets
- Demonstrated ability to own a high-volume book of business; assessing risk and growth opportunities efficiently
- Ability to confidently engage with technical decision-makers and translate complex product capabilities into strategic business value
- Comfortable working towards commercial targets, with a genuine interest in driving growth and expansion in your accounts
- Experience running QBRs, success planning, and structured cadences at scale; comfortable owning an entire region solo, with strong personal organisation and prioritisation skills to match
- Comfortable working remotely with strong self-direction - this role requires managing your own schedule and priorities without daily in-person oversight
Benefits
Why join Deskpro?
- £70k OTE; made up of base, uncapped commission and a quarterly-paid retention bonus
- Employee equity scheme
- 25 days holiday + UK Bank Holidays
- Remote-first working, with access to our Wimbledon HQ
- Personal development budget
- BUPA Private Healthcare
- Pension scheme
Locations
Remote Commercial Customer Success Manager in Langport, Somerset employer: Deskpro
Deskpro is an excellent employer for QA Engineers, offering a vibrant startup environment that fosters collaboration and innovation. With competitive salaries, generous share options, and a strong focus on employee well-being through private healthcare and flexible work culture, Deskpro provides ample opportunities for professional growth and skill development in a supportive atmosphere. The office's prime location ensures easy access to transport links and a range of amenities, making it an ideal place for those looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Commercial Customer Success Manager in Langport, Somerset
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Deskpro. 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 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 Remote Commercial Customer Success Manager in Langport, Somerset
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:Your cover letter is your chance to shine! Tell us why you want to work at Deskpro 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!
How to prepare for a job interview at Deskpro
✨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.
