Customer Success Manager

Customer Success Manager (CSM) – North America / Latin America

Manchester (Hybrid) A GBP 40,000 + Commission 12:00pm:8:30pm UK time

Want a Customer Success role with real ownership, global customers, and clear career progression? We're hiring a Customer Success Manager to support our client on a portfolio across North America and Latin America, helping customers get measurable value from our backup and recovery SaaS solutions, while driving renewals, retention, and growth.

This is a UK-based role working aligned to North American business hours, ideal for someone who enjoys fast-paced environments, international relationships, and building long-term customer partnerships.

You'll manage a portfolio of Mid-Enterprise customers, supporting them across the full lifecycle, from onboarding to renewals, while partnering with Senior CSMs, Sales, Support, and Channel teams.

• 12:00pm : 8:30pm UK time
• During onboarding, North America hours coverage will be required 2-3 days per week, moving to full alignment as the role develops.

• Own and manage a portfolio of Mid-Enterprise customers across NA and LATAM
• Support onboarding and renewal readiness
• Contribute to Quarterly Business Reviews (QBRs): objectives, risks, adoption, and growth
• Provide responsive support during North American business hours and escalations when needed

• Support contract renewals with distributors, resellers, and end customers
• Identify upsell and expansion opportunities through usage and customer conversations
• Collaborate with Sales, Senior CSMs, and Channel teams on commercial alignment

• Become a trusted advisor and main point of contact
• Build strong stakeholder relationships and drive customer advocacy
• Proactively improve adoption and value realization

• Work closely with Sales, Support, Product, and Channel teams
• Coordinate enablement, training sessions, and best-practice guidance
• Share customer feedback to influence product improvements

• Keep customer records accurate in Hub Spot / spreadsheets
• Use dashboards to strengthen forecasting and retention
• Track customer health and proactively manage at-risk accounts

• Strong communication skills (written + verbal)
• Great organisation and time management across time zones
• Comfortable working UK-based but aligned to North American hours
• Tech-savvy and able to learn software solutions quickly
• Proactive, customer-first mindset

• Experience in Customer Success, Account Management, Support, or similar
• Exposure to SaaS, backup, or recovery solutions
• Hub Spot CRM experience
• Confident with Excel or Google Sheets for reporting

• A genuinely global Customer Success role (NA + LATAM exposure)
• Clear progression into Customer Success and Strategic Accounts
• Structured onboarding, training, and mentorship
• A collaborative, supportive team environment
• The chance to work with market-leading backup and recovery technology