Customer Success Manager

Customer Success Manager

CTS Group is the one the fastest growing cloud technology companies in Europe, providing digital transformation services (Cloud Technology Solutions) and a market-leading software platform (CloudM). Your role will focus on the CloudM part of CTS Group. 

CloudM provides one platform to get the most of Google Workspace, Microsoft 365 and other SaaS. Our platform has been used by over 40,000 organizations in 83 countries including the likes of LinkedIn, Uber, Netflix, Booking.com and Spotify.

We have a brilliant team of more than 80 people with offices in Manchester, Australia and USA, as well as across our globally remote workforce. We’re still growing, and that means we need more brilliant people who share our ambition to join our team.

Role Overview:

As the Customer Success Manager, you will drive the initial and ongoing adoption of our market-leading cloud management software CloudM Manage. You will achieve this through your in-depth knowledge and passion for the product. This is a great opportunity for someone who is passionate and energetic to have a huge impact on a new area of the business.

Reporting to our Customer Success Team Manager, this critical function is responsible for onboarding new customers by engaging customers in the successful deployment of CloudM Manage, driving their ongoing adoption, and managing renewals. This role involves building key relationships within our customers' technical departments, becoming a trusted advisor for Google Workspace and M365 administration by ensuring that customers understand the full feature set of CloudM Manage so that it becomes a vital part of their IT strategy.

What you’ll do:

  • Own and build relationships with customers to ensure that you become their trusted advisor for all things CloudM.
  • Running technical adoption sessions remotely with customers to ensure that CloudManage is successfully deployed
  • Running technical adoption sessions remotely with customers to ensure that they understand the CloudM Manage features that are most relevant to their issues
  • Demonstrating relevant CloudM Manage features live to customers remotely.
  • Contribute to the wider adoption process that is managed by the Customer Success Coordinator.
  • Using an adoption flow to create a customer journey while remaining proactive with customer communication to ensure the installation and use of CloudM Manage
  • Collaborate with Product Managers to identify areas of improvement for the product that will deliver value to customers.
  • Build effective relationships with key technical contacts within our clientbase
  • Use feedback from adoption sessions to contribute to the CloudManage knowledge base to ensure that the content is accurate and relevant to customers. 
  • Work with Customer Success Coordinator to create regular reports on feature adoption and renewals leading to a data driven methodology and decision making process.
  • Regularly keep Salesforce up-to-date ensuring a high-level of detail and accuracy

Key Skills:

  • 2+ years in a Customer Success, Technical Product Specialist, Sales Engineering, Technical Account Management or similar role
  • A technical background with experience of working in IT Support or System Administration earlier in your career
  • A passion for cloud technology and a constant desire to learn the technical aspects out the CloudM product suite
  • Experience of building customer relationships at a technical level
  • Experience of working with international customers and communicating remotely
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • Results-driven mentality, with a bias for speed and action

Desirable Skills:

  • Experience of Google Workspace Administration
  • Experience of M365 Administration
  • Experience using SalesForce
  • Experience of using Excel or Sheets to create automated dashboard reports
  • Degree or equivalent in Computer Science or a related subject

What you’ll get:

In addition to the competitive salary, you’ll get private health insurance and company contributed pensions as standard.

We have a multitude of other benefits, including a market leading parental leave policies, health & wellbeing initiatives and access to a discounts and rewards programme (including discounted gym membership)

You’ll be invited to the bi-annual international company ‘kick off’ conferences, which are a great chance to meet your colleagues that you don’t see everyday. 


So what’s next?

Contact us directly at careers@cts.co for more info.

Additional information

  • Remote status

    Flexible remote

We usually respond within three days

Or, know someone who would be a perfect fit? Let them know!

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