Commercial Customer Success Manager
D
DeskproHelpdesk software
UK remote roleFull-TimeManager
Salary£70k OTE; made up of base, uncapped commission and a quarterly-paid retention bonus
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Job Details
- Experience
- 2–3 years in a B2B SaaS Customer Success Manager or Account Management role
- Required Skills
- Customer SuccessAccount Management
Requirements
- Have 2–3 years of experience in a B2B SaaS Customer Success Manager or Account Management role.
- Have exposure to renewal, retention, or upsell targets.
- Demonstrate the ability to own a high-volume book of business and assess risk and growth opportunities efficiently.
- Confidently engage with technical decision-makers and translate complex product capabilities into strategic business value.
- Be comfortable working toward commercial targets and driving account growth and expansion.
- Have experience running QBRs, success planning, and structured cadences at scale.
- Be comfortable owning an entire region independently, with strong personal organization and prioritization skills.
- Be comfortable working remotely with self-direction and managing your own schedule and priorities.
Responsibilities
- Own a high-volume UK and EMEA portfolio across customer segments.
- Build and close upsell and cross-sell expansion pipeline.
- Deliver against retention targets and expansion quotas.
- Run success plans aligned with customer goals and account tiers.
- Lead QBRs and value reviews for larger accounts, and use structured lighter-touch cadences for scaled accounts.
- Own renewals, review account risk, and work with the Director of Customer Success to mitigate it.
- Monitor customer health indicators and act on early warning signs.
- Serve as the primary point of contact and trusted partner for customers.
- Collaborate with Product, Support, Solutions, and Marketing.
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