Customer Success Manager

We are seeking a customer-focused and commercially minded individual to own our clients’ journey from first enquiry to long-term relationship. The Customer Success Executive prepares quotations, onboards new clients, carries out regular follow-ups and grows existing accounts through upgrades, add-ons and cross-selling. The role works alongside the Customer Care Officer (inbound support) and the Technical Manager (technical scoping). Success in the role is measured by quote conversion, upsell revenue, onboarding completion and client retention.

Duties & Responsibilities

• - Follow-up with prospects and existing customers regarding open estimates/quotes.
• - Monitor new signups and guide new clients through service activation and first use.
• - Ensure new clients understand their services, the client portal and how to reach support.
• - Carry out scheduled follow-ups with existing clients to check satisfaction and spot issues early.
• - Propose upgrades, add-ons and cross-sell opportunities based on each client’s services and usage.
• - Identify clients at risk of leaving (e.g. reduced usage, repeated complaints, upcoming non-renewals) and take action to retain them.
• - Keep client records, notes and sales opportunities up to date in the CRM.
• - Assist with onboarding and supporting resellers and partners when required.

Moreover, the ideal candidate should:

• - Respect and maintain as confidential all information or data relating to the Company’s operations and ensure that the disclosure of any such information is not permitted.
• - Perform his/her duties in good faith and ensure the compliance of the Company’s activities with the relevant legislation.
• - Follow the staff regulations and set an example.
• - Perform any other duties as decided by his/her supervisors.
• - Be responsible for his/her tasks and ensure valid deadlines are set and met.

Required Qualifications

• - 1-3+ years of experience in customer success, account management, sales support or a related role (hosting/IT/SaaS experience is a strong advantage).
• - Basic understanding of VPS, dedicated servers, networking or cloud services, and willingness to build in-depth knowledge of the Company’s products.
• - Ability to explain technical services in simple terms and match them to client needs.
• - Confident communicator by phone, email and chat, comfortable with outbound client contact.
• - Excellent interpersonal and relationship-management skills; experience with CRM systems and other task/project management software.
• - Highly organised, proactive, with strong attention to detail.
• - Fluent in English (written and spoken).

---

Location: Hybrid

Employment Type: Full-Time