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.

• 3+ years in a B2B SaaS Customer Success Manager or Account Manager role
• Strategic Portfolio Ownership: A history of owning a portfolio of strategic, growth and scaled customers representing significant ARR
• Growth Mindset: Proven track record of identifying, building and closing expansion opportunities. You don’t just manage relationships; you proactively drive revenue and consistently exceed expansion and retention targets.
• Stakeholder Navigation: Experience building deep relationships across the customer organisation, running Success Plans to align product value to their unique goals.
• Outcome-Driven Curiosity: A natural inclination to dig deep into customers' business challenges. You don’t just "support" a customer; you ask the right questions to understand their core needs and proactively showcase how Deskpro delivers measurable value.
• Risk Management: High proficiency in monitoring health indicators to mitigate churn; with the professional judgment to know when to strategically escalate risks to the Director of Customer Success.
• Regional Autonomy: You are comfortable acting as the sole CSM for UK & EMEA, with a high-volume book of business to prioritise.

At Deskpro, we believe that long-term customer partnerships are built on trust, insight, and shared success. You’ll join a supportive team in an exciting growth phase, with real ownership, clear expectations, and the opportunity to develop your Customer Success career while having measurable commercial impact.

• Competitive salary + performance incentives
• Employee equity scheme
• 25 days holiday + UK Bank Holidays
• Hybrid working (3 days in Wimbledon HQ)
• Personal development budget
• BUPA Private Healthcare
• Pension scheme
• Team lunches, socials and seasonal events