At a Glance
- Tasks: Manage key customer relationships and ensure they maximise our Managed Solutions.
- Company: Join Softwerx, a rapidly growing tech company focused on customer success.
- Benefits: Enjoy 25 days holiday, health perks, life cover, and ongoing training.
- Other info: Hybrid role with opportunities for career growth and development.
- Why this job: Be the bridge between customers and tech, making a real impact in their success.
- Qualifications: 3+ years in customer-facing roles with strong communication and problem-solving skills.
The predicted salary is between 45000 - 55000 £ per year.
As a result of recent and rapid growth, Softwerx is now seeking an experienced Customer Success Manager to work with our most prestigious customers. The Customer Success Manager will ensure that our key customers fully understand and fully utilise our Managed Solutions (secure365, support365, consult365, remediate365); in turn fostering long‑term and valued relationships. The Softwerx Customer Success Manager is a primarily technical role, serving as a bridge between the Softwerx Development Team and the customer; also working alongside Sales Account Managers, Service, and Marketing teams.
Contract type: Permanent
Location: This is a hybrid role with occasional travel across the UK and weekly visits to the Cambridge Head Office at CB22 3GN (may change depending on business requirements).
Hours of work: Full‑time 37.5 hours per week 9am – 5.30 pm, Monday – Friday.
Key Responsibilities:
- Proactively manage and grow technically led conversations and relationships with key customers, acting as their primary technical point of contact to explain, educate and encourage greater use and understanding of our Managed Solutions.
- Engage proactively with customers to understand their goals and challenges and offer solutions that align with their needs, relating to our Managed Solutions.
- Garner customer challenges, ideas and initiatives and communicate product improvement feedback to the Development Team.
- Develop and execute customer success strategies that drive product adoption and maximise customer value.
- Monitor customer health metrics, track success KPIs, and regularly report on customer outcomes to leadership.
- Advocate for the customer within the organisation to ensure their needs are prioritised.
- Identify upselling and cross‑selling opportunities to expand customer use of the company’s products and services.
- Oversee the customer lifecycle management and identify areas for optimisation.
- Create and deliver customised reports, presentations, and performance insights to demonstrate the impact of our solutions.
- Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage.
- Assist in the development of customer success playbooks and resources.
Experience:
- 3+ years of experience as a Customer Success Manager, Account Manager, or in a similar technically related customer‑facing role.
- Strong interpersonal and communication skills, with the ability to build and maintain long‑term relationships and work cross‑functionally.
- Excellent problem‑solving and critical‑thinking abilities, with a customer‑focused mindset and a proactive approach.
- Strong organisational and time‑management skills, with the ability to manage multiple accounts and priorities simultaneously.
Preferred Experience:
- An understanding of the Microsoft Security stack and the MXDR technology/marketplace.
- Appropriate technical qualifications relating to Microsoft.
- Familiarity with CRM tools, customer success platforms, and analytics software.
Package:
- 25 days holiday per annum plus UK public holidays.
- Westfield Health Membership (offering cashback on health services plus discounts for retailers and gym memberships).
- Life Cover (2 x basic salary).
- Continual training and career development.
- Referral Scheme.
The successful candidate will be required to satisfy a right to work in the UK and a Standard DBS check at the conditional offer stage.
Customer Success Manager in Cambridge employer: Softwerx
At Softwerx, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our hybrid working model allows for flexibility while maintaining strong connections with our Cambridge Head Office, where employees benefit from ongoing training and career development opportunities. With a focus on employee well-being, we offer generous holiday allowances, health benefits, and a supportive environment that encourages personal and professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Cambridge
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Softwerx 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 understanding their Managed Solutions inside out. Show us that you can bridge the gap between tech and customer needs. Bring examples of how you've done this in the past!
✨Tip Number 3
Don’t just wait for the job to come to you. Apply through our website and follow up with a quick email to express your enthusiasm. It shows initiative and keeps you on their radar!
✨Tip Number 4
During interviews, focus on your problem-solving skills. Share specific instances where you’ve turned customer challenges into success stories. We want to see how you can advocate for customers at Softwerx!
We think you need these skills to ace Customer Success Manager in Cambridge
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience as a Customer Success Manager. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Technical Skills:Since this role is primarily technical, don’t forget to mention any relevant technical qualifications or experience you have, especially related to Microsoft Security stack and MXDR technology. We want to see how you can bridge the gap between our customers and the development team.
Highlight Your Interpersonal Skills:We value strong communication and relationship-building skills. Share examples of how you've successfully managed customer relationships in the past, and how you’ve tackled challenges with a customer-focused mindset.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker!
How to prepare for a job interview at Softwerx
✨Know Your Managed Solutions
Before the interview, make sure you have a solid understanding of Softwerx's Managed Solutions like secure365 and support365. Familiarise yourself with their features and benefits so you can confidently discuss how they can help customers achieve their goals.
✨Showcase Your Technical Skills
As this role is primarily technical, be prepared to demonstrate your technical knowledge and problem-solving abilities. Think of examples from your past experience where you've successfully bridged the gap between technical teams and customers.
✨Prepare for Customer Scenarios
Anticipate questions about how you would handle specific customer challenges or scenarios. Prepare to discuss strategies for driving product adoption and maximising customer value, as well as how you would advocate for customer needs within the organisation.
✨Engage with the Interviewers
Remember, interviews are a two-way street! Prepare thoughtful questions about the company culture, team dynamics, and how success is measured in this role. This shows your genuine interest and helps you assess if Softwerx is the right fit for you.
