Customer Success Manager – UK Home-Based (Occasional Travel)
Location: United Kingdom (Remote-first, with occasional travel to HQ in Oxfordshire area)
We’re supporting a UK-based, high-growth SaaS organisation operating in the data resilience, backup, and cyber recovery space to hire a Customer Success Manager.
This is a high-impact role owning the end-to-end customer lifecycle – from onboarding and adoption through to renewal and expansion – ensuring enterprise customers maximise value from a mission-critical platform.
The role sits at the intersection of Customer Success, Sales, and Technical Support, requiring someone who is equally comfortable building senior stakeholder relationships as they are engaging in semi-technical conversations around enterprise backup and data protection environments.
You will work closely with internal teams across Product, Engineering, Support, and Sales to drive customer satisfaction, retention, and account growth.
Key responsibilities:
- Own the full customer lifecycle: onboarding, adoption, retention, and expansion
- Build strong relationships with enterprise customer stakeholders globally
- Partner with Sales on renewals, forecasting, and account growth strategies
- Identify upsell and cross-sell opportunities through value-led conversations
- Support technical discussions across enterprise backup and recovery environments including IBM TSM (Tivoli Storage Manager), IBM Spectrum Protect, Veeam, Rubrik, and Cohesity ecosystems
- Collaborate with Support and Engineering teams to resolve customer issues
- Identify early warning signs of customer risk and drive retention strategies
- Maintain accurate renewal forecasting and account health tracking
- Handle customer escalations including commercial, contractual, and service-related issues
- Contribute to improving Customer Success processes, playbooks, and reporting
What we’re looking for:
- 5+ years’ experience in Customer Success, SaaS, IT services, or enterprise software roles
- Strong hands-on or working knowledge of enterprise backup and data protection platforms such as IBM TSM (Tivoli Storage Manager), IBM Spectrum Protect, Veeam, Rubrik, Cohesity (or similar technologies)
- Comfortable operating in a semi-technical environment with infrastructure-level understanding
- Proven track record in renewals, retention, and account growth
- Strong communication, negotiation, and stakeholder management skills
- Experience working cross-functionally with technical and commercial teams
- Confident managing customer escalations in complex enterprise environments
- Strong organisational skills with the ability to manage multiple accounts and priorities
- Self-motivated, proactive, and comfortable in a remote-first environment
Nice to have:
- MSP, enterprise storage, or cyber resilience background
- Exposure to value-based selling and expansion strategies
- Previous experience in fully remote or distributed teams
What’s on offer:
- Competitive salary and performance-related bonus
- Remote-first working model with occasional travel to HQ
- Opportunity to shape and influence a growing Customer Success function
- High-growth SaaS environment with real ownership and impact
- Collaborative, supportive culture with strong cross-functional exposure
This is a strong opportunity for someone with deep backup/data protection experience across IBM Spectrum Protect / TSM, Veeam, Rubrik, Cohesity and similar enterprise environments, who wants to step into a customer-facing, commercially driven role with real influence on growth and retention.