Customer Success Manager

  • 40 hours per week
  • Bachelor’s and/or Master’s degree
  • Competitive salary plus company group bonus
  • London, Manchester

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 Inside Sales, Account Management, Marketing, Technical Support and Consultancy teams 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. They will support sales by identifying renewal, upsell and upgrade opportunities as well as managing references for potential new business contacts. A collaboration with Marketing will also result in further case studies, completion of industry recognized reviews and facilitation of relevant thought leaders’ presence at trade events to raise brand awareness.

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
  • 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 to specifically 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 state-of-the-art offices in both London and Manchester with great amenities
  • Competitive salary and commission structure with additional bonus scheme
  • 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 – we offer an annual training budget for all employees to undertake further career development
  • A supportive, exciting and multi-cultural environment
  • We have foosball, darts, and ping-pong!

Take Note

Please ensure you have the unrestricted right to work in the UK before applying

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