Senior Customer Success Manager, Deskpro
+ Employee equity scheme
3+ days a week in office (Wimbledon, London)
Software that helps organisations provide better customer support
Be an early applicant
Software that helps organisations provide better customer support
21-100 employees
Be an early applicant
+ Employee equity scheme
3+ days a week in office (Wimbledon, London)
21-100 employees
Company mission
To help businesses and organisations provide better customer support across every communication channel. By gathering all customer support channels on one simple, yet flexible platform, they allow organisations to super-charge their customer support.
Role
Who you are
- We are seeking a highly strategic and experienced Customer Success Manager to lead retention efforts across our high-value and EMEA accounts
- 5+ years in Customer Success roles within a B2B software environment
- Proven track record managing complex, high-value accounts with multi-stakeholder communication
- Strong understanding of success metrics across product adoption, usage and NPS; working with the data to create actionable health scores
- Exceptional communication and storytelling skills, with executive presence
- Ability to confidently engage with technical decision-makers and translate complex product capabilities into strategic business value
- Experience running QBRs and providing feedback loops into product teams
- Proficiency with Customer Success platforms (Vitally, Gainsight, etc.) and CRM systems (Hubspot, Salesforce, etc.)
- Ideally based in London and able to commute to the Wimbledon office 3 days per week
What the job involves
- This London-based role will focus on the retention of our top strategic clients, as well as part of our Growth cohort of customers
- You will be ensuring maximum customer satisfaction, driving adoption, and aligning executive priorities with our platform capabilities
- Your portfolio will be mixed, with customers across different industries, geographies and scales, with a key focus on our top accounts
- You will be working directly with the VP of Solutions to build and scale a best-in-class customer success experience, bringing a wealth of Customer Success experience in SaaS - ideally from fast-scaling or enterprise-focused environments
- Reporting directly to the VP of Solutions
- Own a portfolio of strategic and growth-tier Deskpro customers with the highest ARR and growth potential
- Ensure a 90+% renewal rate is maintained for all customers in your portfolio
- Develop and execute success plans that drive product renewal, adoption and education
- Partner cross-functionally with Product, Sales, and Support to advocate for customer needs and influence roadmap priorities
- Lead quarterly business reviews with key stakeholders
- Monitor key metrics (e.g., NRR, usage data, health scores) and act on early warning signals
- Work closely with Account Managers to identify strategic upsell opportunities
- Build long-term relationships with senior stakeholders to become a trusted advisor
- At Deskpro, we believe that long-term customer partnerships are built on trust, insight, and shared success. You’ll join a supportive, high-impact team during a pivotal growth phase, where your work directly shapes our customer success strategy, defining product direction and customer relationships
Salary benchmarks
Our take
Deskpro offers a single, easy-to-use interface for managing all customer support interactions across email, live chat, phone, and social media. This allows companies to easily interact with customers and create an efficient support experience. It automates simple, mundane, and time-intensive customer support processes - creating more engaged and productive staff. Its simplicity means extra technical knowledge or training is not required.
It has worked with market leaders across a range of sectors, from Microsoft, Panasonic, and Sony to the NHS and HMRC.
It is expanding to allow easy customer interaction on Facebook, Twitter & WhatsApp. User contributions on social media pages become actionable tickets, which companies can respond to from the helpdesk. This allows Deskpro to take advantage of the increasingly large social media presence of companies, as well as provide access to the consumer on regularly used, trusted, and convenient sites.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Autonomy
"From the first day I joined, I was encouraged to take ownership of my work, give fresh inputs, and pursue the adaption of new tools to improve our..."
Funding (1 round)
Jun 2024
$25m
SERIES A
Total funding: $25m
Company benefits
- Annual personal learning and reading budget (£500)
- Cycle to work scheme (no £1,000 limit)
- Enhanced maternity & paternity leave
- 25 days of annual leave + bank holidays, increasing with each year of service.
- We have your health covered; private health insurance with Bupa, a medical cash-back scheme with Medicash, and mental health & well-being support services
- Team fun - quarterly team socials and regular events, from crystal maze experiences and cocktail making classes, to go karting and escape rooms!
- Reduced Gym Membership
- Free Phone SIM (unlimited calls, data etc)
- Lunch at the office every Friday
- Flexible working hours
Company values
- 🧐 Curiosity - As a tech company, being interested in software and asking the right questions is such a key value of how we can improve every single one of our customer's experience from day 1
- 🏔️ Proactivity - We give everyone autonomy to execute solutions to problems that they may have found. We value people who want to solve problems, not just spot them
- 🙏 Accountability - We trust people (whatever their level) to do their jobs to the best of their abilities
- 🤗 Kindness - By treating everyone (including yourself) with kindness, it makes Deskpro a fun, friendly, and safe place to work
- 🤝 Collaboration - As a growing startup, every new feature, project, or sale involves working with other teams for success
- 💝 Customer-focussed - As a software company that makes customer support software, it is in our blood to strive towards creating the best experience for our customers as well as their customers
Company HQ
Wimbledon, London, UK
Articles
Leadership
Chris Padfield
(CEO)Chris built Deskpro whilst studying PPE at Oxford, and went on to grow Deskpro into one of Europe's fastest-growing tech companies.
Christopher Nadeau
(CTO)Chris grew up in a sleepy town in Canada and emigrated to the UK to help establish Deskpro's London HQ. They lead the software engineering side of the business.
People progressing
Hannah joined Deskpro as a Graduate Sales Executive in 2018 after completing a Geography Degree from The University of Sheffield. Promoted to Sales Exec. -> Commercial Manager -> Commercial Lead.
Lara joined Deskpro in 2021 as a Content Marketing Intern. Since joining, Lara has been promoted twice and now leads content across the website, product support, social media, and marketing.
Diversity, Equity & Inclusion at Deskpro
Hannah Scott (Commercial Director)
- Deskpro is committed to promoting equality and diversity and promoting a culture that actively values difference and recognises that people from different backgrounds and experiences can bring valuable insights to the workplace and enhance the way we work.
- At Deskpro, we consider that equality means breaking down barriers, eliminating discrimination and ensuring equal opportunities and access for all groups.
- We consider diversity to mean celebrating difference and valuing everyone
- Every employee is entitled to a working environment that promotes dignity, equality and respect for all.
- All employees will be encouraged to develop their skills and fulfil their potential and to take advantage of training, development and progression opportunities in Deskpro.
- HR processes in-place to review and escalate allegations, alongside an anonymous whistle-blower channel, to help employees to feel more comfortable reporting issues.
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