Commercial Customer Success Manager
At a glance
Manager-level Customer Success role at Deskpro. Remote, United Kingdom · full-time · £70,000 OTE.
remoteroles summary, based on the employer's posting.
What you'll do
- Manage a large UK and EMEA customer book, varying your approach for account tier and complexity
- Build and close upsell and cross-sell deals while delivering on retention and expansion goals
- Set customer success plans around account goals, then run QBRs for larger customers and lighter check-ins for scaled accounts
- Own renewals, spot emerging risks and partner with the Customer Success Director on responses
- Act as customers’ main contact and coordinate with Product, Support, Solutions and Marketing
What you bring
- Two to three years in B2B SaaS customer success or account management, with exposure to renewal, retention or upsell targets
- Experience handling a high-volume customer portfolio and efficiently identifying risk and expansion potential
- Confidence working with technical decision-makers and translating product capabilities into business value
- Experience delivering QBRs, success planning and consistent customer contact across a scaled book
Who this fits
This role suits a commercially minded customer success professional who can manage a UK and EMEA portfolio independently. The position is remote within the UK and involves occasional visits to the Wimbledon office and client meetings around the region. Strong self-direction, organisation and prioritisation are important for managing your schedule and customer book.
From the employer
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.
About the role
We're looking for a Commercial, customer-focused Customer Success Manager to own a high-volume portfolio of UK & EMEA customers, acting as their trusted advisor, your role will be focused on finding growth opportunities and ensuring a high retention rate across the portfolio, reporting into the Director of Customer Success, based in London.
You'll manage a large and diverse portfolio, spanning SMB to Enterprise customers with different use cases and levels of complexity. You'll need to adapt your approach based on the customer, balancing proactive relationship management with efficient and scalable coverage across your book. Prioritisation and time management are core to succeeding here.
You'll own your customer relationships end-to-end while working closely with the wider global team, with the opportunity to influence how our coverage and processes evolve as we scale.
Please note this is a UK remote role with some travel to the Wimbledon office and to meet clients across the region.
Requirements
What you'll be responsible for
- Owning a high-volume UK & EMEA portfolio across different segments
- Building and closing expansion pipeline, both upsell and cross-sell
- Delivering against retention targets and expansion quotas
- Running Success Plans aligned to customer goals, calibrated to account tier
- Leading QBRs and value reviews for larger accounts; structured lighter-touch cadences for scaled accounts
- Owning renewals for your book, reviewing risk and working closely with the Director of Customer Success to mitigate
- 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
What we're looking for
- 2–3 years in a B2B SaaS Customer Success Manager or Account Management role, with some exposure to renewal, retention, or upsell targets
- Demonstrated ability to own a high-volume book of business; assessing risk and growth opportunities efficiently
- Ability to confidently engage with technical decision-makers and translate complex product capabilities into strategic business value
- Comfortable working towards commercial targets, with a genuine interest in driving growth and expansion in your accounts
- Experience running QBRs, success planning, and structured cadences at scale; comfortable owning an entire region solo, with strong personal organisation and prioritisation skills to match
- Comfortable working remotely with strong self-direction - this role requires managing your own schedule and priorities without daily in-person oversight
Benefits
Why join Deskpro?
- £70k OTE; made up of base, uncapped commission and a quarterly-paid retention bonus
- Employee equity scheme
- 25 days holiday + UK Bank Holidays
- Remote-first working, with access to our Wimbledon HQ
- Personal development budget
- BUPA Private Healthcare
- Pension scheme
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