Customer Success Manager

Role Overview

The Customer Success Manager should have significant experience in business development within a similar organisation and ideally possess a strong understanding of the data centre industry. The role involves acting as the primary point of contact for assigned customers, maintaining long-term engagement and satisfaction, and conducting regular reviews, check-ins, and feedback sessions.

What You Will Do

The Customer Success Manager will lead onboarding programmes, support customers through adoption stages, maximise product and service utilisation, and monitor customer engagement against agreed milestones. The role also involves developing customer success plans aligned to business goals, tracking customer health and risks, identifying opportunities, and recommending improvements to enhance outcomes.

Why It Might Be a Fit

The ideal candidate will have strong customer focus and relationship-building abilities, excellent communication and presentation skills, and strong analytical and critical-thinking capabilities. Experience in technology, digital projects, or service-driven environments is preferred, and the ability to work under pressure and handle escalations is essential.

Requirements

• Bachelor’s degree in Business Administration, Management, IT, Communications, or a related field
• Master’s degree is advantageous
• Certified Customer Success Manager (CCSM)
• Customer Success Certification
• Project Management certifications such as PMP or PRINCE2
• ITIL Foundation Certification is advantageous for service-based environments
• Relevant SaaS, Cloud, Digital Transformation, or Product Certifications
• Minimum 5 years’ experience in Customer Success, Account Management, Client Relations, or similar customer-facing roles
• Experience in technology, digital projects, or service-driven environments is preferred
• Experience managing enterprise customers is advantageous