Customer Success Manager

Requirements & Qualifications The Customer Success Manager should have significant experience in business development within a similar organisation and ideally possess a strong understanding of the data centre industry. Bachelor's degree in Business Administration, Management, IT, Communications, or a related field. Master's degree is advantageous. Certified Customer Success Manager (CCSM). Customer Success Certification. Project Management certifications such as PMP or PRINCE2. ITIL Foundation Certification is advantageous for service-based environments. Relevant SaaS, Cloud, Digital Transformation, or Product Certifications. Minimum 5 years' experience in Customer Success, Account Management, Client Relations, or similar customer-facing roles. Experience in technology, digital projects, or service-driven environments is preferred. Experience managing enterprise customers is advantageous. Capabilities & Skills Strong customer focus and relationship-building abilities. Excellent communication and presentation skills. Strong analytical and critical-thinking capabilities. Cross-functional collaboration skills. Effective time management and ability to manage multiple priorities. Ability to work under pressure and handle escalations. Adaptability within a fast-paced and dynamic environment. Customer relationship skills include the ability to build trust and long-term client relationships, understand diverse customer needs, and conduct customer review meetings while presenting insights effectively. Communication skills include strong verbal and written communication, the ability to facilitate customer workshops, and the capability to simplify complex concepts for non-technical stakeholders. Technical and product skills include familiarity with data centre environments, cloud solutions, or digital platforms, the ability to interpret customer data and performance metrics, understanding of ticketing systems such as BMC, Jira, and ServiceNow, and experience working with API-based products or integrations. Analytical and problem-solving skills include identifying customer risks early, understanding root causes, recommending practical solutions, interpreting dashboards and KPIs, and creating structured action plans. Project and time management skills include managing multiple customer accounts, planning onboarding and lifecycle journeys, coordinating escalations across departments, and ensuring timely follow-up and issue resolution. Commercial and business acumen include understanding customer value drivers, identifying upsell and cross-sell opportunities, supporting renewals, and preparing business cases and usage insights that support customer retention. Roles, Responsibilities & Authorities Customer Relationship Management: Act as the primary point of contact for assigned customers, maintain long-term engagement and satisfaction, and conduct regular reviews, check-ins, and feedback sessions. Onboarding & Adoption: Lead onboarding programmes, support customers through adoption stages, maximise product and service utilisation, and monitor customer engagement against agreed milestones. Success Planning & Monitoring: Develop customer success plans aligned to business goals, track customer health and risks, identify opportunities, and recommend improvements to enhance outcomes. Issue Resolution & Escalations: Coordinate with Operations, Technical, Finance, and Support teams to resolve issues, escalate critical cases when required, ensure timely closure, and maintain SLA compliance. Growth & Retention: Identify renewal, upsell, and cross-sell opportunities, support Sales during commercial discussions, and drive customer retention through proactive engagement. Reporting & Documentation: Maintain accurate customer records within CRM systems, prepare reports and presentations, and provide insight into customer trends, risks, and improvement opportunities. Authority: Communicate commitments within approved company guidelines, recommend process and service improvements to management, and support commercial decision-making in collaboration with Sales Leadership.

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