Senior Customer Success Manager

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.

We are seeking a highly strategic and experienced Customer Success Manager to lead retention efforts across our high-value and EMEA accounts. This London-based role will focus on the retention of our top strategic clients, as well as part of our Growth cohort of customers. You will be ensuring maximum customer satisfaction, driving adoption, and aligning executive priorities with our platform capabilities. Your portfolio will be mixed, with customers across different industries, geographies and scales, with a key focus on our top accounts. You will be working directly with the VP of Solutions to build and scale a best-in-class customer success experience, bringing a wealth of Customer Success experience in SaaS - ideally from fast-scaling or enterprise-focused environments.

This is a hybrid role (3 days in-office, Wimbledon HQ) reporting directly to the VP of Solutions.

• Own a portfolio of strategic and growth-tier Deskpro customers with the highest ARR and growth potential.
• Ensure a 90+% renewal rate is maintained for all customers in your portfolio.
• Develop and execute success plans that drive product renewal, adoption and education.
• Partner cross-functionally with Product, Sales, and Support to advocate for customer needs and influence roadmap priorities.
• Lead quarterly business reviews with key stakeholders.
• Monitor key metrics (e.g., NRR, usage data, health scores) and act on early warning signals.
• Work closely with Account Managers to identify strategic upsell opportunities.
• Build long-term relationships with senior stakeholders to become a trusted advisor.