Customer Success Manager 

In our growing Customer Success team, you will drive the initial and ongoing adoption of our market-leading cloud management software . This is a great opportunity for someone who is passionate and energetic to have a huge impact on an expanding area of the business.

Reporting to our Customer Success Team Manager, this critical function is responsible for onboarding new customers, 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.
  
  
• 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 Cloud Manage knowledge base to ensure that the content is accurate and relevant to customers.
  
  
• Work with Customer Success team manager to create regular reports on feature adoption and renewals leading to a data driven methodology and decision making process.
  
  
• Regularly keep CSM system [PlanHat] up-to-date ensuring a high-level of detail and accuracy

Key Skills:

• 2+ years in a Customer Success, Sales Engineering, Account Management or similar role
  
  
• Previous experience working in a SaaS organisation is beneficial.
  
  
• 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 and PlanHat
  
  
• Experience of using Excel or Sheets to create automated dashboard reports
  
  
• Experience in upselling or closing deals

What you’ll get:

In addition to the competitive salary (see our “Fair pay. Done right” commitment below), 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, unlimited paid holidays, regular opportunities to attain industry recognised training and access to a discounts and rewards programme (including discounted gym membership). We've also recently announced our Work From Anywhere policy!

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.

As part of our DNA, we offer a flexible working environment, so we encourage you to apply and ask if this is something you require. 

Our "Fair Pay. Done Right." commitment; We don't advertise salary brackets because we don't have salary brackets. We encourage conversation about your (and our) salary expectations from the off and throughout your time with us, but we don't want to discourage anyone from applying because they are on significantly more or less than a "bracket".

Location:

Manchester based with the option to work remotely 3-4 days per week. 

So what’s next?

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

About Us:

CloudM is an award-winning SaaS company whose humble beginnings in Manchester have grown into a global business in just a few short years. The CloudM platform is designed to help our customers get the most out of SaaS applications like Microsoft 365 and Google Workspace, automating time-consuming tasks like IT admin, onboarding & offboarding, archiving and migrations.

We have a brilliant team of more than 80 people in locations such as Manchester, Europe and USA. We’re still growing, and that means we need more brilliant people who share our ambition to join our team.

We’re committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.