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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 working and team events.
- Qualifications: 3+ years in B2B SaaS Customer Success or Account Management with a growth mindset.
- Other info: Be part of a supportive team during an exciting growth phase.
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.
Benefits
- 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 in London employer: Deskpro
Contact Detail:
Deskpro Recruiting Team
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 current or former employees at Deskpro on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by researching Deskpro’s customer success strategies. Think about how your experience aligns with their goals and be ready to share specific examples of how you've driven retention and growth in past roles.
✨Tip Number 3
Show off your curiosity! During interviews, ask insightful questions about Deskpro’s customer challenges and how they measure success. This shows you're genuinely interested and ready to dive into the role.
✨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 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 with B2B SaaS and how you've successfully managed customer portfolios in the past. We want to see how you can bring value to Deskpro!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven retention and expansion in previous roles. Use numbers and metrics where possible, as this helps us understand the impact you've made in your past positions.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who is not only skilled but also a great fit for our team culture. Share your passion for customer success and how you build relationships with clients.
Apply Through Our Website: We encourage you to submit your application directly through our website. This ensures that your application gets to the right people quickly and efficiently. Plus, it’s super easy to do!
How to prepare for a job interview at Deskpro
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics relevant to Deskpro. Understand how retention rates, upsell opportunities, and customer satisfaction scores play into the role. Being able to discuss these metrics confidently will show that you’re not just familiar with the concepts but can also apply them effectively.
✨Prepare for Value Conversations
Since this role involves leading structured value conversations, think about how you can demonstrate your ability to align product value with customer goals. Prepare examples from your past experience where you successfully identified customer needs and drove measurable outcomes. This will highlight your proactive approach and growth mindset.
✨Showcase Your Stakeholder Navigation Skills
Deskpro values deep relationships across customer organisations. Be ready to share specific instances where you’ve built strong partnerships with stakeholders. Discuss how you navigated complex situations and aligned your strategies with their unique goals, showcasing your ability to manage diverse portfolios.
✨Demonstrate Your Curiosity and Problem-Solving Skills
During the interview, ask insightful questions that reflect your understanding of the customer’s business challenges. Show that you’re not just there to support but to dig deep and find solutions. This will illustrate your outcome-driven curiosity and your commitment to delivering exceptional customer experiences.