As a result of recent and rapid growth, Softwerx is now seeking an experienced Customer Success Manager to work with our most prestigious customers.

The Customer Success Manager will ensure that our key Customers fully understand and fully utilise our Managed Solutions (secure365, support365, consult365, remediate365); in turn fostering long-term and valued relationships.

The Softwerx Customer Success Manager is a primarily technical role, serving as a bridge between the Softwerx Development Team and the Customer; also working alongside Sales Account Managers, Service and Marketing teams.

Overview

Contract type: Permanent

Location: This is a hybrid role with occasional travel across the UK and weekly visits to the Cambridge Head Office at CB22 3GN (may change depending on business requirements).

Hours of work: Full-time 37.5 hours per week 9am – 5.30 pm, Monday – Friday.

Salary: £50,000 - £60,000 pa, dependent on experience.

Key Responsibilities

· Proactively manage and grow technically led conversations and relationships with key customers, acting as their primary technical point of contact to explain, educate and encourage greater use and understanding of our Managed Solutions.

· Engaging proactively with customers to understand their goals and challenges and offering solutions that align with their needs, relating to our Managed Solutions.

· Garnering customer challenges, ideas and initiatives and communicating product improvement feedback to the Development Team.

· Developing and executing customer success strategies that drive product adoption and maximise customer value.

· Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership.

· Advocating for the customer within the organisation to ensure their needs are prioritised.

· Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services.

· Oversee the customer lifecycle management and identify areas for optimisation.

· Create and deliver customised reports, presentations, and performance insights to demonstrate the impact of our solutions.

· Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage.

· Assist in the development of customer success playbooks and resources.

Essential Experience

• 3+ years of experience as a Customer Success Manager, Account Manager, or in a similar technically related customer-facing role.

• Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.

• Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.

• Strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.

Preferred Experience

· An understanding of the Microsoft Security stack and the MXDR technology/marketplace.

· Appropriate technical qualifications relating to Microsoft.

· Familiarity with CRM tools, customer success platforms, and analytics software.

Package

· Competitive base salary £50K - £60K (experience dependent).

· 25 days holiday per annum plus UK public holidays.

· Westfield Health Membership (offering cashback on health services plus discounts for retailers and gym memberships).

· Life Cover (2 x basic salary).

· Employer pension contribution (4% employer, 4% employee).

· Continual training and career development.

· Referral Scheme.