Job Description

Customer Success Manager

A Customer Success Manager plays a key role within a Software & Cloud division, helping customers maximise the value of their cloud and software investments.

The role focuses on building strong relationships, understanding customer strategy, and guiding effective adoption of cloud technologies. Acting as a trusted advisor, the CSM supports digital transformation initiatives, drives measurable business outcomes, and maintains long-term customer satisfaction through proactive engagement and strong product knowledge.

Key Responsibilities

• Build and maintain long-term relationships with key stakeholders, including both technical and business decision-makers
• Understand customer strategic objectives and align technology usage to achieve those goals
• Develop and execute customer success plans, including adoption road maps and milestone tracking
• Drive customer satisfaction and retention through proactive engagement and issue resolution
• Support renewals and manage life cycle engagement, ensuring continuity and ongoing value
• Identify cross-sell and up-sell opportunities aligned to genuine customer needs
• Keep customers informed of relevant product updates, features, and capabilities
• Encourage participation in workshops, enablement initiatives, and vendor incentive programmes

Requirements

• Self-motivated with a positive and proactive attitude
• Strong communication, organisation, and stakeholder management skills
• Ability to build trusted, long-term partnerships
• Strategic thinker with strong problem-solving ability
• Commercially aware with the ability to identify growth opportunities
• High levels of customer advocacy and service focus
• Comfortable working in a fast-paced, team-oriented environment
• Passion for delivering exceptional customer experience

Package & Working Model

• Hybrid working model
• Competitive base salary with performance-based commission
• Performance incentives and reward schemes
• Private healthcare or medical benefits
• Generous annual leave allowance with progression-based increases
• Training, development, and structured progression plan
• Modern technology setup for both office and remote work

Experience

• Minimum two years' experience working with Microsoft technologies
• Strong understanding of Microsoft licensing
• Previous experience in customer success, account management, or cloud advisory roles

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