Customer Success Manager

Customer Success Manager 🚀 Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe! Apply Here About Ekco 🚀 Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security-first Managed Service Provider. IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale. We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments. ☁️ In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world. 🌍 Today, we’re a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we’re continuing to grow. At Ekco, how we work matters as much as what we deliver. Our people live by four core values that shape everything we do: On It : We take ownership, follow through, and get things done. All In : We collaborate, support each other, and commit fully to shared goals. Connected : We build trusted relationships with colleagues, clients, and partners. Hungry to Grow : We stay curious, keep learning, and push ourselves to the next level. 🏠If these values resonate with you, you’ll feel right at home here. The Role About Ekco 🚀 Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security-first Managed Service Provider. IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale. We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments. ☁️ In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world. 🌍 Today, we’re a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we’re continuing to grow. At Ekco, how we work matters as much as what we deliver. Our people live by four core values that shape everything we do: On It : We take ownership, follow through, and get things done. All In: We collaborate, support each other, and commit fully to shared goals. Connected : We build trusted relationships with colleagues, clients, and partners. Hungry to Grow : We stay curious, keep learning, and push ourselves to the next level. 🏠If these values resonate with you, you’ll feel right at home here. The Role Ekco are seeking a proactive and customer-focused individual to join our service delivery team as a Customer Success Manager. This role is ideal for someone passionate about building client relationships, ensuring customer satisfaction, and supporting service delivery operations. Day-to-day at Ekco: Customer Onboarding: Provide new clients with a comprehensive Customer Handbook, a Control Panel overview, and clear contact and escalation channels. Customer Relationship Management: Conduct a minimum of six proactive calls per year with each customer to: - Gather feedback on service performance. - Identify and discuss actions for continual service improvement. - Highlight potential upsell opportunities and collaborate with the Sales team. Act as an escalation point for aligned customers, ensuring prompt and professional resolution of issues. Serve as a primary point of contact for a portfolio of clients, ensuring their needs are met and expectations managed. Monitor customer health metrics and usage data to identify risks and opportunities. Collaborate with internal teams (e.g. Support, operations, delivery) to resolve client issues and escalate when needed. Prepare regular service delivery reports to track SLA's and service performance. Create SIP plans to support continual service improvement for the end client. Contribute to process improvements and documentation to enhance the customer experience. Support renewals and upsell opportunities in collaboration with account managers. Working with the finance team to resolve billing issues and processing decommission requests. About you : 1–2 years of experience in a customer-facing role (Customer Success, Account Management, Support, etc.). Strong communication and interpersonal skills. Ability to manage multiple client relationships and prioritize tasks effectively. Familiarity with ITSM tooling. A collaborative mindset and willingness to learn from senior team members. Problem-solving skills and a proactive approach to client challenges. Benefits / Perks • ☀️ Time Off: 25 days annual leave + public holidays • 🎂 Birthday Leave: One extra day off to celebrate • 💰 Company Pension Scheme • ❤️ Health Care • 📞 Employee Assistance Programme (EAP) for wellbeing support • 🏃‍♀️ EkcOlympics: Global team activity challenges • 📚 Unlimited access to Pluralsight for continuous development • 🌱 Real opportunities to grow, including international progression Why Ekco • ⭐️ Microsoft’s 2023 Rising Star Security Partner of the Year • 🚀 First Irish Microsoft MSP to achieve all four Microsoft Security Specializations • 🏅 Ranked 4th fastest-growing technology company in the Deloitte Fast50 Awards • 🌈 A culture rooted in diversity, equality, inclusion & belonging • 🎉 A commitment to internal mobility and career progression • ✨ Flexible, family-friendly working at the heart of our culture • 🔐 Proud to be your trusted security-first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk. Locations Cape Town - South Africa Remote status Hybrid