Commercial Customer Success Manager (UK & EMEA) - Remote

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.

Key Responsibilities

• 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 Quarterly Business Reviews (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

Requirements

• 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