Customer Success Manager

Elevate your career at Qodea, where innovation isn't just a buzzword, it's in our DNA.

We are a global technology group built for what's next, offering high calibre professionals the platform for high stakes work, the kind of work that defines an entire career. When you join us, you're not just taking on projects, you're solving problems that don't even have answers yet.

You will join the exclusive roster of talent that global leaders, including Google, Snap, Diageo, PayPal, and Jaguar Land Rover call when deadlines seem impossible, when others have already tried and failed, and when the solution absolutely has to work.

Forget routine consultancy. You will operate where technology, design, and human behaviour meet to deliver tangible outcomes, fast. This is work that leaves a mark, work you'll be proud to tell your friends about.

Qodea is built for what's next. An environment where your skills will evolve at the frontier of innovation and AI, ensuring continuous growth and development.

We are looking for a Customer Success Manager to act as a strategic partner to customers by leading service delivery, aligning on goals, and ensuring successful outcomes throughout the managed services lifecycle.

We look for people who embody:

Innovation to solve the hardest problems.

‍Accountability for every result.

‍Integrity always.

The Customer Success Manager (CSM) plays a pivotal role in driving customer value, satisfaction, and growth across the customer lifecycle. Operating at the intersection of technical delivery, commercial impact, and long-term partnership, the CSM ensures that customers not only stay with us, but thrive with us.

The core objective is to maximise the impact customers experience from our managed services, foster ongoing engagement, and support revenue growth through retention and expansion.

This role is designed for impact, and we believe our best work happens when we connect. While we operate a flexible model, we expect you to spend time on site (at our offices or a client location) for collaboration sessions, customer meetings, and internal workshops.

• Build trusted relationships with key customer stakeholders by acting as their strategic partner throughout the managed services lifecycle.
• Own the delivery of contracted services, ensuring that all agreed deliverables are met in line with the service scope, timelines, and quality standards.
• Lead customer onboarding to ensure a clear understanding of contract scope, service expectations, and the path to first impact.
• Develop and maintain Joint Success Plans that align customer goals with service outcomes, driving accountability and shared success.
• Collaborate closely with Sales and internal teams to identify and support retention, expansion, and upsell opportunities within key accounts.
• Monitor service delivery and customer sentiment proactively, resolving issues and risks before they escalate.
• Act as the escalation point for both the customer and internal teams
• Track and contribute to key customer success metrics (e.g. NPS, CSAT, retention, usage growth) to measure and communicate impact.
• Coordinate with Support teams to ensure a seamless experience and add value through proactive issue resolution and shared insights.

Requirements

• Demonstrable ability to present complex technical information clearly to both technical and non-technical audiences.
• Strong negotiation skills and emotional intelligence to foster positive stakeholder relationships.
• Proven active listening and conflict resolution skills to effectively address customer needs.
• Demonstrated project management skills, with a track record of meeting targets while managing multiple customers and workstreams.
• Extensive experience delivering services to enterprise customers, particularly in cloud computing and related technologies.
• Excellent analytical and troubleshooting skills for issue identification, reproduction, and data gathering.
• Proficiency in understanding the technical aspects of Google Cloud and the Workspace Platform, enabling you to act as a bridge between engineering teams and customer business functions.
• A natural curiosity for applying technology to solve complex problems.

Benefits

We believe in supporting our team members both professionally and personally. Here's how we invest in you:

Compensation and Financial Well-being

• Competitive base salary.
• Discretionary company bonus scheme.
• Employee referral scheme.
• Meal Vouchers.

Health and Wellness

• Health Care Package.
• Life and Health Insurance.

Work-Life Balance and Growth

• Bookster.
• 28 days of annual leave.
• Floating bank holidays.
• An extra paid day off on your birthday.
• Ten paid learning days per year.
• Flexible working hours.
• Sabbatical leave (after 5 years).
• Work from anywhere (up to 3 weeks per year).
• Industry-recognised training and certifications.
• Bonusly: employee recognition and rewards platform.
• Clear opportunities for career development.
• Length of Service Awards.
• Regular company events.

At Qodea, we champion diversity and inclusion. We believe that a career in IT should be open to everyone, regardless of race, ethnicity, gender, age, sexual orientation, disability, or neurotype. We value the unique talents and perspectives that each individual brings to our team, and we strive to create a fair and accessible hiring process for all.