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
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