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About the Role
The Customer Success Manager (CSM) is a commercially focused role designed to enhance customer experience and drive revenue growth across our existing client base. The role is pivotal in increasing customer satisfaction, retention and revenue through upselling, cross-selling and acting as a key contributor to marketing campaigns. This is a role for someone with a solid grounding in sales or customer service who is ready for their next step.
Responsibilities
- Serve as the primary advocate for assigned customers, developing a clear understanding of their business objectives, challenges and IT environments.
- Build and maintain strong relationships with stakeholders at all levels, ensuring ongoing alignment with their evolving needs.
- Act as the voice of the customer within the organisation, providing actionable feedback to improve services, products and processes.
- Identify, position and sell adjacent offerings across our 400+ customer base, focusing on pre-packaged solutions and responding proactively to emerging customer needs.
- Drive initiatives that address lifecycle management, such as upgrading end-of-life hardware and software and adopting modern solutions.
- Promote additional services, such as packaged Professional Services and legacy infrastructure support, to enhance the value customers receive.
- Facilitate support contract renewals, ensuring timely and proactive communication to prevent churn.
- Develop and deliver targeted insights and messaging on solutions such as Windows 11 upgrades, security enhancements and digital transformation initiatives.
- Collaborate with internal teams to create tailored Statements of Work (SOWs) and cost proposals to support customer requirements.
- Run structured outbound activity into the existing customer base by phone, email and Teams, working from campaign lists and lifecycle triggers.
- Qualify interest, book meetings and convert conversations into quotes, assessments and orders.
- Maintain accurate CRM records so pipeline, activity and next steps are visible to the wider team.
- Partner closely with Account Managers to ensure seamless alignment on account strategies while enabling them to focus on high-value opportunities.
- Manage transactional and mid-sized opportunities, serving as burst capacity for marketing campaigns and freeing up Account Manager bandwidth.
- Attribute margin contributions appropriately, ensuring Account Managers retain recognition for deals.
- Work to clear monthly and quarterly targets covering activity, pipeline created, gross margin and renewal rates.
- Track and report on key performance indicators including customer satisfaction (CSAT), upsell and cross-sell revenue and contract renewal rates.
- Provide regular feedback to refine processes, improve customer messaging and enhance engagement models.
Requirements
- Around two to three years of experience in sales, sales support, inside sales, business development or customer service role in a business-to-business environment.
- A track record of working to defined targets or measures, for example calls and conversations, meetings or appointments booked, qualified leads, conversion rates, renewal rates, revenue or margin, customer satisfaction or service level attainment.
- Confidence and resilience in proactive outreach, including making outbound calls to customers who are not expecting you, handling objections and staying consistent when the answer is no.
- Strong verbal and written communication skills, with the ability to build rapport quickly and hold a credible business conversation.
- Well organised, with a proactive approach to managing multiple customers, competing priorities and follow-up commitments.
- Curiosity and a genuine appetite to learn technology, commercial structures and how our customers make buying decisions.
- Comfortable using CRM and standard business tools to plan activity and keep records accurate.
- Experience in the IT channel, for example with a reseller, managed services provider, distributor or vendor, in roles such as internal or inside sales, sales support, customer service, renewals or junior account management within a wider team.
- Exposure to sales development or appointment setting, including structured outbound campaigns and cadences.
- Awareness of IT solutions across Modern Workplace, Security, Cloud, Data and Digital Transformation.
- Familiarity with quoting tools, renewals processes or lifecycle management activity.
- Customer-focused mindset with a genuine interest in delivering value and a high standard of service.
- Self-motivated and solution-oriented, with the persistence to see activity through to an outcome.
- Collaborative team player who works well in a fast-moving environment.
- Analytical thinker with good problem-solving skills and attention to detail.
- Open to coaching and keen to develop towards a broader account management or specialist sales career.
Skills
- Sales
- Sales support
- Inside sales
- Business development
- Customer service
- CRM
- Communication skills
- Problem-solving
- IT channel
- Sales development
- Appointment setting
- Modern Workplace solutions
- Security solutions
- Cloud solutions
- Data solutions
- Digital Transformation solutions
- Quoting tools
- Renewals processes
- Lifecycle management
Location
- UK (London/Manchester based, hybrid)
Work Type
- Hybrid
Experience Level
- Around two to three years of experience
Salary/Compensations
- £35,000 to £40,000, plus commission
Benefits
- Competitive salary and benefits package
- Commission plan linked to performance
- Structured onboarding
- Vendor certifications
- Ongoing development through Proact Academy
- Clear development path into wider account management and specialist sales roles
- Supportive, collaborative team environment
- Opportunity to shape the future of a developing team
About the Company
- Growing European managed services provider.