Customer Success Manager

Customer Success Manager

Ekco, Milton Keynes, England, United Kingdom

About the role

Ekco is seeking a proactive, 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.

Responsibilities

• 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.
• ☀️ Time off – 25 days leave + public holidays
• 1 day Birthday leave per year
• Employee Assistance Programme (EAP) – access to dedicated mental health, emotional wellbeing and general advice
• Learning & development – Unlimited access to Pluralsight learning platform
• A lot of responsibilities & opportunities to grow (also internationally)

Why Ekco

• ⭐️ Microsoft’s 2023 Rising Star Security Partner of the year
• …