Customer Success Manager

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.