Customer Success Manager

Join Europe's leading, high-growth Google Cloud consultancy. At Qodea, you’ll be part of a team energised by innovation and passionate about delivering exceptional results. We craft cutting-edge solutions in data and analytics, AI, cloud infrastructure and security, driving digital transformation that empowers our customers to scale, modernise and lead in their industries. We’re driven by ideas and powered by our people.

We are looking for a Customer Success Manager to act as a strategic partner to customers by leading service delivery, aligning on goals, and ensuring successful outcomes throughout the managed services lifecycle.

We really value in-person collaboration, so we're looking for you to spend at least 60% of your time on-site. This means being at our company offices or at a client's site.

How You’ll Shape Our Success:

The Customer Success Manager (CSM) plays a pivotal role in driving customer value, satisfaction, and growth across the customer lifecycle. Operating at the intersection of technical delivery, commercial impact, and long-term partnership, the CSM ensures that customers not only stay with us, but thrive with us.

The core objective is to maximise the impact customers experience from our managed services, foster ongoing engagement, and support revenue growth through retention and expansion.

What You’ll Do:

• Build trusted relationships with key customer stakeholders by acting as their strategic partner throughout the managed services lifecycle.
• Own the delivery of contracted services, ensuring that all agreed deliverables are met in line with the service scope, timelines, and quality standards.
• Lead customer onboarding to ensure a clear understanding of contract scope, service expectations, and the path to first impact.
• Develop and maintain Joint Success Plans that align customer goals with service outcomes, driving accountability and shared success.
• Collaborate closely with Sales and internal teams to identify and support retention, expansion, and upsell opportunities within key accounts.
• Monitor service delivery and customer sentiment proactively, resolving issues and risks before they escalate.
• Act as the escalation point for both the customer and internal teams
• Track and contribute to key customer success metrics (e.g. NPS, CSAT, retention, usage growth) to measure and communicate impact.
• Coordinate with Support teams to ensure a seamless experience and add value through proactive issue resolution and shared insights.

What You’ll Need to Succeed:

• Demonstrable ability to present complex technical information clearly to both technical and non-technical audiences.
• Strong negotiation skills and emotional intelligence to foster positive stakeholder relationships.
• Proven active listening and conflict resolution skills to effectively address customer needs.
• Demonstrated project management skills, with a track record of meeting targets while managing multiple customers and workstreams.
• Extensive experience delivering services to enterprise customers, particularly in cloud computing and related technologies.
• Excellent analytical and troubleshooting skills for issue identification, reproduction, and data gathering.
• Proficiency in understanding the technical aspects of Google Cloud and the Workspace Platform, enabling you to act as a bridge between engineering teams and customer business functions.
• A natural curiosity for applying technology to solve complex problems.

How You’ll Grow: 

• Exceptional performance in this role can lead to advancement opportunities within our career framework or internal opportunities with other business areas, aligned with your career aspirations and business needs.
• Potential career development could include progression to the next level or cross-skilling into related roles, such as Account Manager in Sales, Project Manager in Delivery, or a Technical Advisory role in Professional Services based on performance and ongoing development.

Financial:

• Competitive base salary
• Discretionary company bonus scheme.
• Employee referral scheme
• Meal Vouchers

Health & Wellbeing:

• Health Care Package
• Life and Health Insurance 
• Bookster 

Time Off & Flexibility: 

• 28 days of annual leave
• Floating bank holidays 
• An extra paid day off on your birthday
• Ten paid learning days per year
• Flexible working hours
• Sabbatical leave (after 5 years)
• Work from anywhere (up to 3 weeks per year)

Development & Recognition: 

• Industry-recognised training & certifications
• Bonusly: employee recognition and rewards platform
• Clear opportunities for career development
• Length of Service Awards

Extra Perks:

• Regular company events

Diversity and Inclusion Statement:

At Qodea, we champion diversity and inclusion. We believe that a career in IT should be open to everyone, regardless of race, ethnicity, gender, age, sexual orientation, disability or neurotype. We value the unique talents and perspectives that each individual brings to our team, and we strive to create a fair and accessible hiring process for all. If you feel we can improve in any way, please reach out to our careers team via email at [email protected] or connect with us on LinkedIn via our Qodea Company Page.