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Deskpro
Deskpro
11 – 50 Employees
Skilled Worker Visa SponsorB2BProductivitySaaS
Deskpro develops help desk software for organizations that need a flexible way to manage customer support and internal service operations. Its platform can be deployed in the cloud or on premises, bringing requests from channels such as email, live chat, and voice into one system. Deskpro also provides workflow automation, integrations with business tools, reporting, and extensive configuration options for teams including IT, HR, legal, and customer service. As a B2B SaaS company in the productivity space, Deskpro supports both growing businesses and enterprise organizations with different security, deployment, and operational requirements.
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Commercial Customer Success Manager – Deskpro UK Hybrid

Manage customer retention, renewals, and account expansion across Deskpro’s UK and EMEA customer base. Support helpdesk-software customers ranging from SMB to Enterprise.

GBUnited KingdomHybridFull-timeJuniorMiddleNo degree requiredEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Manage a high-volume customer portfolio across the UK and EMEA, covering multiple segments
  • Generate and convert expansion opportunities through upselling and cross-selling
  • Meet retention goals and expansion revenue targets
  • Develop Success Plans tailored to customer objectives and account tiers
  • Lead QBRs and value reviews for larger customers while maintaining lighter-touch engagement for scaled accounts
  • Manage renewals, assess account risk, and partner with the Director of Customer Success on mitigation plans
  • Track customer health signals and respond to emerging risks early
  • Serve as customers’ main contact and a trusted strategic partner
  • Work closely with Product, Support, Solutions, and Marketing teams
  • Help shape customer coverage models and operating processes as the company grows

Requirements

  • Bring 2–3 years of experience in B2B SaaS customer success or account management, including exposure to renewals, retention, or upselling
  • Have a proven track record of managing a high-volume book of business while efficiently identifying risk and growth opportunities
  • Communicate confidently with technical decision-makers and connect complex product capabilities to strategic business outcomes
  • Be comfortable working toward commercial goals and motivated to grow and expand existing customer accounts
  • Have experience with QBRs, success planning, and structured engagement at scale, plus the organisation and prioritisation skills to manage a region independently
  • Work effectively remotely with strong self-management, owning your schedule and priorities without daily in-person supervision

Benefits

  • £70k OTE comprising base salary, uncapped commission, and a retention bonus paid quarterly
  • Participation in an employee equity scheme
  • 25 days of annual leave plus UK Bank Holidays
  • Remote-first work arrangement with access to the Wimbledon headquarters
  • Dedicated personal development budget
  • BUPA private healthcare
  • Pension scheme

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