Senior Customer Success Manager

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.

Overview

We are seeking a highly strategic and experienced Customer Success Manager to lead retention efforts across our high-value and EMEA accounts. This London-based role will focus on the retention of our top strategic clients, as well as part of our Growth cohort of customers. You will be ensuring maximum customer satisfaction, driving adoption, and aligning executive priorities with our platform capabilities. Your portfolio will be mixed, with customers across different industries, geographies and scales, with a key focus on our top accounts. You will be working directly with the VP of Solutions to build and scale a best-in-class customer success experience, bringing a wealth of Customer Success experience in SaaS - ideally from fast-scaling or enterprise-focused environments.

This is a hybrid role (3 days in-office, Wimbledon HQ) reporting directly to the VP of Solutions.

Key Responsibilities

• Own a portfolio of strategic and growth-tier Deskpro customers with the highest ARR and growth potential.
• Ensure a 90+% renewal rate is maintained for all customers in your portfolio.
• Develop and execute success plans that drive product renewal, adoption and education.
• Partner cross-functionally with Product, Sales, and Support to advocate for customer needs and influence roadmap priorities.
• Lead quarterly business reviews with key stakeholders.
• Monitor key metrics (e.g., NRR, usage data, health scores) and act on early warning signals.
• Work closely with Account Managers to identify strategic upsell opportunities.
• Build long-term relationships with senior stakeholders to become a trusted advisor.

Requirements

• 5+ years in Customer Success roles within a B2B software environment.
• Proven track record managing complex, high-value accounts with multi-stakeholder communication.
• Strong understanding of success metrics across product adoption, usage and NPS; working with the data to create actionable health scores.
• Exceptional communication and storytelling skills, with executive presence.
• Ability to confidently engage with technical decision-makers and translate complex product capabilities into strategic business value.
• Experience running QBRs and providing feedback loops into product teams.
• Proficiency with Customer Success platforms (Vitally, Gainsight, etc.) and CRM systems (Hubspot, Salesforce, etc.)
• Ideally based in London and able to commute to the Wimbledon office 3 days per week.

Benefits

At Deskpro, we believe that long-term customer partnerships are built on trust, insight, and shared success. You’ll join a supportive, high-impact team during a pivotal growth phase, where your work directly shapes our customer success strategy, defining product direction and customer relationships.

• Competitive Salary
• 25 days holiday, plus UK Bank Holidays

• Flexible working hours.
• Employee equity scheme.
• A mixture of autonomy over your own work and real responsibilities to the team and business.
• Your choice of equipment.
• We encourage self-improvement: Employees get a personal budget for learning.
• 2 minute walk from shops, restaurants, pubs and gyms.
• A social office with weekly team lunches, monthly socials and legendary Summer & Xmas parties.
• BUPA Private Healthcare & Cash Scheme, Pension Scheme, Bike Storage, Season ticket loans.