Customer Success Manager

Megaport Limited; London; On-site; GBP 55,000 - 60,000; Full time

Job summary

A leading tech company in London seeks a Customer Success Manager to drive customer engagement and satisfaction. The role focuses on managing a portfolio of customers, driving upsell opportunities, and collaborating with cross-functional teams. The ideal candidate will have 3+ years of experience in customer success or account management and a strong sales acumen. This position offers competitive compensation in a dynamic and supportive work environment.

Benefits

Flexible working environments

Generous study and training allowance

Health and wellness program

Qualifications

• 3+ years of experience in Customer Success or Account Management.
• Proven ability to thrive in fast-paced environments.
• Excellent verbal and written communication skills.

Responsibilities

• Collaborate with sales and solution teams to retain revenue.
• Run proactive outreach to drive product adoption.
• Proactively manage the renewal process for customers.

Skills

Customer Success Management

Account Management

Sales

Communication Skills

Commercial Acumen

Education

Bachelor's degree or equivalent experience

Tools

Salesforce (SFDC)

Job description

Megaport, Greater London, England, United Kingdom

Overview

Reporting to the Senior Director of Customer Success, the Customer Success Manager (CSM) will serve as a primary point of contact for a designated portfolio of customers. This is a Sales role focused on post-sales engagement, with emphasis on driving customer success within direct customer accounts as well as enabling partners, supporting partner-managed accounts, enabling upsell and cross-sell opportunities, supporting service performance, managing renewals, and enhancing the overall customer experience.

The CSM will be responsible for maintaining and expanding revenue by proactively engaging customers, introducing new product developments, commercial initiatives, and showcasing the full value of the Megaport proposition. This is a quota-carrying role, with defined revenue targets and performance measured against attainment. Success will be evaluated based on the ability to grow and retain revenue within the customer base, contributing to both individual and team objectives.

This position is part of the wider Integrated Accounts Team, working closely with a Direct Sales Executive and Solutions Architect. The CSM will lead commercial engagement for existing customers within the UK/I portfolio—focused on growth, retention, and long-term customer satisfaction.

You will champion Megaport’s value proposition and help drive adoption across the portfolio of services, strengthening the customer’s reliance on Megaport as a trusted infrastructure partner.

What You’ll Be Doing

• Collaborate with Direct Sales Executives and Solution Architects to manage, grow, and retain revenue across a defined customer portfolio.
• Run regular, proactive customer outreach programmes to drive adoption, increase awareness of Megaport’s offerings, and engage the broader partner ecosystem.
• Proactively manage the renewal process, aiming to transition customers from month-to-month to committed term agreements to maximise retention and lifetime value.
• Act as a trusted advisor from onboarding through to renewal, ensuring quick time-to-value and continuous engagement with new features, products, and strategic partners.
• Represent the customer internally—owning commercial resolution of issues and identifying where Megaport can deliver greater value.
• Nurture key accounts by identifying growth opportunities, creating tailored engagement strategies based on vertical or customer-specific needs.
• Track and analyse customer feedback and sentiment, sharing trends and pipeline activity via Salesforce (SFDC) to support internal planning and forecasting.
• Maintain deep product knowledge across Megaport’s solutions, positioning them confidently against alternatives in the market and advising on their role within the customer’s broader technology stack.
• Contribute to team goals and business priorities through regular alignment with your manager and broader regional stakeholders.
• Support revenue growth campaigns by partnering with Sales and Marketing to execute focused strategies.
• Continuously seek ways to improve customer experience and internal processes, drawing on feedback and commercial insights.
• Collaborate with cross-functional teams (e.g., Finance, Operations) to help resolve any service-impacting challenges.

What We Are Looking For

• 3+ years of experience in Customer Success, Account Management, or equivalent roles within the enterprise software, internet, or telecommunications sectors.
• Strong commercial acumen and ability to influence revenue outcomes through a consultative, value-driven sales approach.
• Proven ability to thrive in fast-paced, technical environments with shifting priorities.
• Excellent verbal and written communication skills and the ability to collaborate effectively across global teams and customers.
• Demonstrated strength in identifying customer pain points and proposing relevant solutions that drive tangible value.
• Confident using CRM platforms such as Salesforce (SFDC) to maintain account records, opportunity pipelines, and reporting.
• Understanding of cloud and virtualised compute environments in the enterprise space is highly desirable.

What We Offer

• Flexible working environments
• Generous study and training allowance + 5 days paid study leave
• Creative, fun, and contemporary workspaces
• Motivated team of industry experts and new talent
• Celebrated success with ‘Legend’ and ‘Kudos’ Awards
• Health and wellness program

If you have any questions, please reach out to Megaport's Talent Acquisition Team at [e-mail]

Note: All Megaport business correspondence is conducted via our business email accounts (@megaport.com). If you have any concerns, please reach out to Megaport's careers team [e-mail] directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft Teams, and does not associate with any email accounts under "@megaportau.com".

All applications will be treated in confidence.

Please see Part 2 of our Privacy Policy to see what information Megaport collects from job applicants, why, and how we store and use it. You’re entitled to know what personal data of yours Megaport holds, to request updates, rectification, and in some circumstances restriction or deletion thereof if you object. Please see Part 5 of our Privacy Policy for more details and how to contact Megaport's data protection officer with privacy questions. Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Success

Industries

Telecommunications, Software Development, and Computer and Network Security