Customer Success Manager

  • 40 hours per week
  • Bachelor’s and/or Master’s degree
  • Competitive salary plus commission scheme
  • London

As our team continues to grow in the UK, we are looking to expand our Customer Success team. The Customer Success Manager (CSM) is mainly focused on the success, retention, and growth of our existing customer base. A successful candidate will work closely with the Senior BDEs, Business Development Managers, Marketing, Technical Support, and Service Management Consultants to ensure the prioritization of customer satisfaction and maintaining TOPdesk’s customer-centric approach. The CSM will also work to ensure that the customer is getting the most out of TOPdesk as a product, as well as of the services we provide.

What are you going to do?

The CSM will perform all duties related to the ongoing strengthening of vendor/client relations through regular customer calls, post-implementation queries and visits to key accounts as necessary. Collaboration with Marketing & Events will be key to help organise customer-facing events, work on further case studies, boost industry recognised reviews, and facilitate dialogue between relevant thought leaders at trade events. You will support sales by identifying renewal, upsell and upgrade opportunities as well as managing references for potential new business contacts. You will also need to assist in the completion of Information Security Questionnaires to demonstrate TOPdesk’s compliance with security standards.

An ideal candidate will have, or be able to quickly develop, a thorough understanding of TOPdesk’s customer landscape, plus the use of TOPdesk and its potential applications across numerous industry verticals. They will act as a bridge with the international product management team to communicate to a wider TOPdesk audience of customers and colleagues so that there is a clear and universal understanding of developments and demands within our industry. Knowledge will additionally be gathered through regular customer satisfaction surveys, attendance at tradeshows, and the coordination of customer networking events.

Are you our new Customer Success Manager?

  • Natural communicator with customer service as primary motivation
  • 1 – 3 years experience working as a Customer Success Manager
  • Good understanding of the TOPdesk customer base
  • Industry awareness beneficial
  • Stress resistant and ability to adapt depending on stakeholder personas
  • Ability to work collaboratively (both locally and with international teams), but also an ability to work autonomously
  • Good levels of initiative and will explore potential customer developments (Example: online training webinars)
  • Target driven, specifically to reduce customer churn
  • Commercial awareness
  • Attention to detail in terms of how related documentation is stored and communicated

What can you expect?

  • A great working environment in a state-of-the-art central London office
  • Competitive salary and commission structure
  • Internal and external training
  • 26 days paid holiday per year, plus bank holidays and a day off for your birthday
  • An enhanced company private pension scheme and private health options
  • Regular internal and external events
  • Opportunities to undertake training and development opportunities
  • 10 to Grow: An annual training budget equivalent to 10% of your salary to use for your own professional development
  • A supportive, exciting and multi-cultural environment
  • We have foosball, darts, and ping-pong!

Take Note

The successful candidate must, by the start of the employment, have permission to work in the UK.

At TOPdesk, we’re passionate about creating an inclusive workplace that promotes and values diversity. We welcome and encourage applications from people of all backgrounds, ages, identities, religions, disabilities, and with a culturally or linguistically diverse background.

Research shows that women and people from disadvantaged backgrounds are much less likely to apply for a role if they don’t meet 100% of the criteria. If you feel like you meet most but not all the criteria, and genuinely have a strong passion for & desire to learn, then we’d be happy to help you acquire those skills at TOPdesk and we encourage you to apply.

Please give us some background in your cover letter so we know how to consider your application. We embrace flexibility to allow our people to manage the changing demands of work, personal, and family life.

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