Customer Success Manager

Customer Success Manager We usually respond within two weeks CloudM is an award-winning SaaS platform headquartered in Manchester, with offices in London and Varna (Bulgaria), and customers in 107 countries. We help over 35,000 organisations including LinkedIn, Uber, Netflix, Booking.com , and Spotify, get the most out of Google Workspace and Microsoft 365, through three core products: Migrate, Automate, and Continuity. From IT admin and onboarding to archiving and migrations, CloudM takes the complexity out of SaaS data management so our customers can focus on what matters. Backed by Marlin Equity Partners, we've grown from humble Manchester beginnings into a global business with a team of over 70 brilliant people across the UK and Europe. If you share our ambition, we'd love you to be part of it! Role Overview: As a Customer Success Manager you will own a portfolio of customers end-to-end. You are the customer's trusted contact for everything CloudM, from onboarding through to renewal, with the partner ecosystem alongside you on partner-led accounts. You’ll operate the full Customer Success cycle including: onboarding new customers, running adoption and customer business reviews, monitoring health and engagement, leading the renewal conversation, and stepping in with a save motion when risk appears. You are accountable for retention and growth on your book. This is a pivotal time to join the team. The Customer Success function is being built into a more defined, more data-informed shape, and the person we are hiring will operate to that model and help shape it as it lands. Responsibilities: Own a customer portfolio: Be the primary point of contact across the full customer lifecycle. Work closely with the Partner Manager where necessary - they own the partner relationship, you own the customer. Onboard new customers: Take handoffs from Sales or Growth, align on success criteria, map the key stakeholders, and drive the customer to a clear value moment within the first 90 days. Monitor health and run save plans: Regularly score risk across your portfolio. Where risk emerges, launch a time-bound save plan. Re-engage stakeholders, diagnose the root cause, agree and execute a fix, and close it out with customer confirmation. Deliver business reviews: Produce written QBRs for every eligible customer. Hold live review meetings where the relationship and account size justify it, and document a clear action log from every session. Lead the renewal conversation: Defend the baseline, identify expansion opportunities through usage growth and tier fit, and surface upsell or cross-sell leads for the Growth team where appropriate. Maintain stakeholder coverage: Keep your map of decision makers, champions, and technical owners current. The depth of coverage should reflect the size and strategic importance of the account. Keep the CRM current: Log risk scores, ownership, stakeholder maps, save outcomes, and contraction reasons. No escalation is closed until the customer has confirmed resolution. Skills and Experience: Key Skills 2+ years in a Customer Success, Technical Account Management, or Sales Engineering role in a SaaS organisation Track record of managing customer relationships through onboarding, adoption, renewal, and expansion Experience with renewal cycles, customer save work, and customer business reviews Technical foundation in IT support, system administration, or equivalent - sufficient to hold credible conversations with customer IT and admin contacts Empathetic, direct communicator - comfortable with international customers across time zones Results-driven, with a bias to action Desirable Skills Familiarity with Google Workspace or Microsoft 365 administration Experience working within a modern Customer Success technology stack, including CRM, quote management, and product analytics tools Exposure to a partner-led go-to-market model Comfortable using AI tooling as a genuine force multiplier in day-to-day customer work A degree in Computer Science or a related subject CloudM Culture: We are a company consisting of old hands and new faces, all with a passion for technology’s power to simplify. We are developers, designers, marketers and innovators. We are constantly trying new things, and sometimes getting it wrong. Which is good, as innovation never came from perfection. We work quickly to keep pace with the industry we’re in. We’re proactive, not reactive, and have been that way since day one. Our core values are key to everything we do: 🚀 Innovate & Inspire - We move fast; achieving results through focused, proactive problem-solving. 👥 Connect & Collaborate - We recognise the power of synergy, teamwork and inclusivity in reaching our goals. 🫶🏼 Respect & Recognise - We celebrate each individual's contribution, fostering a culture of trust and recognition. But most importantly we’re a team. Here at CloudM, it’s about balance. As long as you’re driven, ambitious and can get the job done we will respect the outside lives of our employees. CloudM is a remote-first organisation. This means we are not limited to one geographical location. We are committed to attracting and developing a diverse workforce, seeing individual differences as opportunities for innovation and growth. Our company is about culture-add, not culture-fit. What CloudM can offer you: 😊 We’re a remote-first team, meaning you have the freedom to work from wherever you’re most productive (providing it's in the country we're hiring in) 🎓 Time to support your professional development 🎁 Birthdays off 📈 Opportunity to develop within a fast-growing tech business with an ambitious year-on-year growth trajectory 🧘🏽‍♀️ Various wellbeing initiatives 💻 High-spec equipment (laptops, phones, etc.) 🏠 Working from home equipment budget Location: Hybrid role based in Varna, Bulgaria. Commutable distance to our office in Varna is required. Flexible Working: We value work-life balance and are committed to fostering a supportive and flexible work environment. Our flexible approach aims to empower employees to achieve both personal and professional success. Environmental & Social Responsibility: Our business strives to progress our industry as a whole by treating our employees, community, and environment with respect. We expect that all of our employees play their part in our social progression plans, whether that’s being part of our Culture Innovation Pod, playing a part in our DEI initiatives, participating in a charity support day, or simply following our advice on buying locally and considering the environment when booking a hotel or restaurant. Every bit counts. Diversity and Inclusion Statement: At CloudM, we look after each other and support everyone on our team. We are proud of our people-centred culture; our diversity brings us innovation and our commitment to inclusion drives us forward. Apply Now: If you share these values and would be interested in joining one of our teams, get in touch today! Please use the link below to apply 🚀 Locations Varna - Bulgaria Remote status Hybrid