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About the Role
DC Byte is seeking a proactive and commercially aware Customer Success Manager to manage the day-to-day customer experience for a growing portfolio of clients. This role focuses on maximizing customer value from our platform, enabling Account Managers to concentrate on commercial growth.
Responsibilities
- Become the day-to-day point of contact for approximately 60 customers, building trusted relationships and understanding their platform usage.
- Own the post-sale onboarding journey, including handover, setup, training, and follow-up to ensure customer success.
- Proactively drive platform adoption by monitoring usage, understanding customer objectives, and increasing active users and depth of platform use.
- Utilize customer health and retention-risk data, including ChurnZero insights, to identify and address early warning signs.
- Manage inbound customer requests and support activity, ensuring effective handling of tickets and analyst-time requests in line with KPIs.
- Provide ongoing customer training and guidance to maximize value from DC Byte’s platform, data, and insights.
- Gather customer intelligence and feedback, identifying recurring issues, product needs, and adoption barriers, and sharing them with relevant internal teams.
- Recognize potential upsell, cross-sell, or wider adoption opportunities and pass qualified commercial signals to the Account Manager.
- Escalate material customer risks or strategically important issues to the Account Manager or VP Sales as appropriate.
- Contribute to strong customer satisfaction and retention by delivering a consistent, proactive, and high-quality customer experience.
Requirements
- Experienced in Customer Success, Account Management, or a closely related customer-facing role within a B2B subscription business.
- Familiar with the data centre industry or an adjacent sector such as digital infrastructure, telecoms, real estate data, market intelligence, or SaaS; direct data centre experience is an advantage.
- Experienced in contributing to customer retention and understands factors that protect recurring revenue.
- Confident managing a portfolio of customers and becoming their trusted day-to-day point of contact.
- Proactive in understanding customer objectives, asking the right questions, and identifying adoption or retention risks before they become problems.
- Experienced using a Customer Success platform such as ChurnZero, or a comparable platform, to monitor customer health, engagement, and risk.
- Comfortable working with a range of stakeholders, from everyday platform users to department heads and occasional C-suite contacts.
- Commercially aware and able to recognize potential growth opportunities, while understanding when to involve the Account Manager.
- Highly organized and able to manage onboarding, training, inbound requests, support activity, and competing customer priorities across a growing portfolio.
- A strong communicator who can coordinate effectively across Sales, Account Management, Research, and Product teams.
Skills
- Customer Success
- Account Management
- B2B Subscription Business
- Data Centre Industry
- Digital Infrastructure
- Telecoms
- Real Estate Data
- Market Intelligence
- SaaS
- Customer Retention
- Recurring Revenue
- Customer Portfolio Management
- Customer Relationship Building
- Platform Adoption
- Risk Identification
- Customer Success Platforms (e.g., ChurnZero)
- Stakeholder Management
- Commercial Awareness
- Sales Opportunity Recognition
- Organization
- Onboarding
- Training
- Inbound Request Management
- Support Activity Management
- Communication
- Cross-functional Coordination
Location
- London, UK
Work Type
- Hybrid
- Remote (up to one month per year)
Experience Level
- Experienced
Benefits
- 25 days annual leave (excluding bank holidays), increasing to up to 29 days
- Christmas Week closure
- Enhanced pension contribution (DC Byte matching up to 5%)
- Private health insurance with Vitality
- Generous anniversary rewards (career coaching, vouchers, holiday stipend)
- Up to one month working remotely per year
- £150 stipend towards homeworking setup
- Access to the Government Cycle Scheme
- Free coffee, tea, drinks, and snacks in the office
About the Company
- DC Byte is the leading provider of market data, research, and intelligence for the global data centre sector.
- Our technology-led platform empowers key players designing and developing digital infrastructure to make high-stakes, multi-billion-dollar investment and strategy decisions.
- We deliver accurate, real-time, and unbiased insights into colocation and self-build enterprise assets worldwide, supporting developers, investors, and operators, including the world’s largest hyperscalers.