OverviewWe 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.

Key Responsibilities

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

Requirements

5+ years in Customer Success roles within a B2B software environment

Proven track record managing complex, high-value accounts with multi-stakeholder communication.

Strong understanding of success metrics across product adoption, usage and NPS; working with the data to create actionable health scores.

Exceptional communication and storytelling skills, with executive presence

Ability to confidently engage with technical decision-makers and translate complex product capabilities into strategic business value

Experience running QBRs and providing feedback loops into product teams

Proficiency with Customer Success platforms (Vitally, Gainsight, etc.) and CRM systems (Hubspot, Salesforce, etc.)

Ideally based in London and able to commute to the Wimbledon office 3 days per week

Benefits

Competitive Salary

25 days holiday, plus UK Bank Holidays

Flexible working hours

Employee equity scheme

A mixture of autonomy over your own work and real responsibilities to the team and business

Your choice of equipment.

We encourage self-improvement: Employees get a personal budget for learning.

2 minute walk from shops, restaurants, pubs and gyms

A social office with weekly team lunches, monthly socials and legendary Summer and Xmas parties.

BUPA Private Healthcare and Cash Scheme, Pension Scheme, Bike Storage, Season ticket loans.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting

London, England, United Kingdom

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