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- Tasks: Own post-sales customer relationships and ensure successful onboarding and long-term value.
- Company: Join a forward-thinking tech company focused on sustainability and innovation.
- Benefits: Flexible home office, wellness initiatives, and opportunities to shape the future.
- Other info: Collaborative environment where your ideas truly matter and contribute to a greener future.
- Why this job: Make a real impact by helping clients succeed with cutting-edge technology.
- Qualifications: Experience in customer success or technical consulting, with strong analytical and relationship skills.
The predicted salary is between 50000 - 65000 £ 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
Key Performance Indicators (KPIs)
- Gross Revenue Retention (GRR) / Net Revenue Retention (NRR)
- Customer churn rate / Renewal rate
- Expansion Revenue Influenced
- Time-to-value
- Customer satisfaction (CSAT / NPS)
- QBR Coverage
- Product Feedback Adoption
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.
WHAT WE OFFER
- With us, you will work towards the future of HPC: From new, sustainable building methods for data centers to cooling concepts to software solutions for accelerated compute. Your approaches count: In official exchange formats or spontaneously at the coffee machine. At Northern Data, it's the best idea that counts - not the hierarchy. We’re looking forward to getting your inputs!
- You make the difference in the company: Unlike in established corporations, at Northern Data you will really help shape things. From implementing new departments, to optimizing processes and culture.
- Best-in-class partners: The best work with Northern Data. This means a knowledge and time advantage from which your career and our customers benefit equally.
- Green by heart: Sustainability is at the core of Northern Data. With us, you actively work on the carbon neutrality of datacenters worldwide. Beginning with our infrastructure and continuing with the solutions for our clients, we work towards a green future.
- Home Office facts: Work with our international and virtual team flexible from home. And of course, your hardware wishes will be fulfilled to make your ideas for next level HPC come true.
- Your wellness matters: At Northern Data we have regular wellbeing initiatives that are designed to promote wellness, diversity, inclusion, and much more, ensuring a supportive and enriching environment for our global team.
Technical Customer Success Manager (TCSM) (m/f/d) in London employer: Northern Data
Contact Detail:
Northern Data Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Customer Success Manager (TCSM) (m/f/d) in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by researching the company’s products and services. Understand how they align with customer success and be ready to discuss how you can contribute to their goals.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to share examples of how you've tackled complex customer issues in the past. This will demonstrate your analytical thinking and customer-focused approach.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role and highlighting a key point from your conversation can keep you top of mind for the hiring team.
We think you need these skills to ace Technical Customer Success Manager (TCSM) (m/f/d) in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Technical Customer Success Manager role. Highlight your experience in post-sales customer success and how it aligns with our mission at StudySmarter. We want to see how you can bring value to our team!
Showcase Your Technical Skills: Since this role is all about bridging technical needs with customer success, don’t forget to mention your understanding of data centre infrastructure and cloud technologies. We love seeing candidates who can translate complex tech into simple solutions for our customers.
Demonstrate Your Customer Focus: We’re looking for someone who’s passionate about helping clients succeed. Share examples of how you've built strong relationships with customers and driven their success in previous roles. This will show us that you’re the right fit for our collaborative environment.
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 gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Northern Data
✨Know Your Customer Success Metrics
Before the interview, brush up on key performance indicators like Gross Revenue Retention and Customer Satisfaction scores. Being able to discuss how you've influenced these metrics in past roles will show your understanding of what drives customer success.
✨Prepare for Technical Scenarios
Expect to be asked about specific technical challenges you've faced in previous roles. Prepare examples that highlight your problem-solving skills and how you translated complex issues into actionable solutions for customers.
✨Showcase Your Collaborative Spirit
This role requires working closely with various teams. Be ready to share experiences where you successfully collaborated with cross-functional teams to achieve customer outcomes. Highlight your ability to build relationships and navigate different departments.
✨Demonstrate Your Passion for Customer Success
Make sure to convey your enthusiasm for helping clients succeed. Share stories that illustrate your customer-focused mindset and how you've gone above and beyond to ensure customer satisfaction and retention.