Customer Success Manager

Role overview

Responsibilities

• Partner with assigned accounts to help customers achieve value from Exostar solutions and support renewals and expansion.
• Understand customer operations, guide product usage, and identify expansion opportunities.
• Prioritize open customer items, coordinate internal resolution, and proactively update customers.
• Lead operational reviews covering support tickets, case metrics, and performance.
• Coordinate with service delivery teams on engagements and extended support contracts.
• Mentor and train junior Customer Success colleagues as needed.
• Support systems and tools that measure Customer Success performance and effectiveness.

Basic qualifications

• At least five years of Customer Success or similar customer-facing experience.
• Proven experience managing and closing annual renewal portfolios of £2 million or more.
• Demonstrated experience generating and closing expansion opportunities of £200,000 or more.
• Strong problem-solving, customer advocacy, and follow-through.
• Executive presence and ability to engage customers at all levels.
• Persuasion, negotiation, consensus building, attention to detail, and a bachelor's degree in Business Administration, Information Technology, or a related field.

Employee development

• The company describes internal promotion, training, educational assistance, and social and community-building events.