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- Tasks: Own post-sales customer relationships and ensure successful onboarding and long-term value.
- Company: Join a dynamic startup focused on customer success and innovative technology.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Fast-paced environment with excellent career advancement opportunities.
- Why this job: Make a real impact by helping customers succeed with cutting-edge solutions.
- Qualifications: Experience in customer success or technical consulting, with strong analytical and relationship-building skills.
The predicted salary is between 36000 - 60000 £ per year.
The Technical Customer Success Manager (TCSM) owns post sales customer relationships, outcomes and processes end to end, ensuring onboarding, adoption, and long-term value for assigned accounts. Acting as a trusted technical advisor, the TCSM partners closely with customers and is responsible for their successful onboarding, adoption, and long-term value realisation. This role bridges customer needs with internal teams, driving retention, renewals, and expansion while proactively identifying and mitigating technical and business risks. The TCSM collaborates cross-functionally with Solutions Engineering, Service Operations, Product, Engineering, and Sales to deliver exceptional customer outcomes throughout the customer lifecycle.
YOUR RESPONSIBILITIES
- Serve as the primary post-sales technical and strategic point of contact for assigned customers
- Lead structured onboarding plans, coordinating with cross-functional stakeholders throughout
- Facilitate regular customer engagements including health check-ins, QBRs and executive level reviews
- Develop, manage, and track customer success plans aligned to customer business objectives and measurable outcomes
- Build and maintain a deep understanding of customer technical environments, architectures and use cases
- Drive product adoption, usage, and time-to-value, tracking success against defined KPIs
- Collect and synthesise customer feedback, advocating for customer needs and informing product, roadmap and process improvements
- Identify churn risks and lead retention efforts
- Own the renewal process and proactively identify expansion and upsell opportunities in partnership with the wider Commercial Team
- Initiate the offboarding process when required, ensuring a professional and structured exit experience
- Act as the first point of technical escalation for customer issues
- Translate customer challenges into clear, actionable technical tickets with appropriate context and priority
- Collaborate closely with Service Operations, Product, and Engineering to drive timely issue resolution of technical and operational challenges
- Proactively identify technical risks or blockers that could impact customer outcomes and communicate them to relevant internal teams
- Maintain accurate customer documentation, success metrics and engagement history to support forecasting and planning
YOUR EXPERIENCE
- Experience in a post sales, customer success or technical consulting role
- Customer focused with a passion for helping clients succeed
- Analytical thinker who can turn data into actionable insights
- Self-starter who thrives in a fast paced, collaborative environment
- Understanding of data centre infrastructure and / or cloud technologies
- Ability to analyse complex problems and develop creative solutions to address customer requirements
- Proactive, relationship oriented and commercially aware
- Understanding of sales processes, client engagement and the ability to articulate the business value of technical solutions
The ideal candidate is a technically strong, customer focused professional who thrives at the intersection of technology, customer success and business outcomes. Along with being comfortable owning post sales technical relationships end to end, from onboarding through renewal, whilst excelling at translating complex customer needs into clear, actionable outcomes. It's imperative that The TCSM is proactive, commercially aware and collaborative by nature, whilst possessing the ability to build trusted advisor relationships while effectively navigating cross functional teams in a fast moving startup environment.
Technical Customer Success Manager (m/f/d) in London employer: Northern Data Group
Contact Detail:
Northern Data Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Customer Success Manager (m/f/d) in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees in similar roles on LinkedIn. Ask them about their experiences and any tips they might have for landing the job. Personal connections can give you insights that no job description can.
✨Tip Number 2
Prepare for the interview by understanding the company’s products and services inside out. As a Technical Customer Success Manager, you’ll need to show how you can bridge customer needs with technical solutions. Be ready to discuss specific scenarios where you’ve done this before!
✨Tip Number 3
Practice your pitch! You want to convey your passion for customer success and your technical expertise clearly. Role-play with a friend or use a mirror to refine your delivery. Confidence is key when you’re aiming to impress during interviews.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email reiterating your interest in the role and highlighting a key point from your conversation can set you apart. It shows you’re proactive and genuinely interested in the position.
We think you need these skills to ace Technical Customer Success Manager (m/f/d) in London
Some tips for your application 🫡
Show Your Passion for Customer Success: When writing your application, let us see your enthusiasm for helping customers succeed. Share examples of how you've made a difference in previous roles, especially in post-sales or customer success environments.
Be Clear and Concise: We love a well-structured application! Make sure to keep your language clear and to the point. Highlight your relevant experience and skills without rambling on – we want to see what makes you a great fit for the Technical Customer Success Manager role.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to match the job description. Use keywords from the posting to show that you understand what we’re looking for and how you can meet those needs.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at Northern Data Group
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). Be ready to discuss how you've used these metrics in past roles to drive customer outcomes and retention.
✨Showcase Your Technical Knowledge
As a Technical Customer Success Manager, you'll need to demonstrate your understanding of data centre infrastructure and cloud technologies. Prepare examples of how you've tackled technical challenges in previous positions and how you can translate complex issues into actionable solutions for customers.
✨Prepare for Cross-Functional Collaboration
This role requires working closely with various teams. Think of specific instances where you've successfully collaborated with engineering, sales, or product teams to enhance customer experiences. Highlight your ability to bridge gaps between technical and non-technical stakeholders.
✨Be Proactive About Customer Engagement
During the interview, emphasise your proactive approach to customer engagement. Share strategies you've implemented for onboarding and maintaining customer relationships, and be prepared to discuss how you identify churn risks and drive product adoption.