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 rolesAt Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.
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