Customer Success Manager

Customer Success Manager

Reporting to the Senior Director of Customer Success, the Customer Success Manager (CSM) will serve as a primary point of contact for a designated portfolio of customers. This is a Sales role focused on post-sales engagement, with particular emphasis on driving customer success within our direct customer accounts as well as enabling our partners and supporting partner-managed accounts, enabling upsell and cross-sell opportunities, supporting service performance, managing renewals, and enhancing the overall customer experience!

The CSM will be responsible for maintaining and expanding revenue by proactively engaging customers, introducing new product developments, commercial initiatives, and showcasing the full value of the Megaport proposition. This is a quota-carrying role, with defined revenue targets and performance is measured against attainment. Success will be evaluated based on your ability to grow and retain revenue within your customer base, contributing to both individual and team objectives.

This position is part of the wider Integrated Accounts Team, working closely with a Direct Sales Executive and Solutions Architect. The CSM will take a leading role in commercial engagement for existing customers within the UK/I portfolio—focused on growth, retention, and long-term customer satisfaction.

You will champion Megaport's value proposition and help drive adoption across our ever-evolving portfolio of services, continually strengthening the customer's reliance on Megaport as a trusted infrastructure partner.

What You'll Be Doing

• Collaborate with Direct Sales Executives and Solution Architects to manage, grow, and retain revenue across a defined customer portfolio.
• Run regular, proactive customer outreach programmes to drive adoption, increase awareness of Megaport's offerings, and promote engagement within the broader partner ecosystem.
• Proactively manage the renewal process, aiming to transition customers from month-to-month to committed term agreements to maximise retention and lifetime value.
• Act as a trusted advisor from onboarding through to renewal, ensuring quick time-to-value and continuous engagement with new features, products, and strategic partners.
• Represent the customer internally—owning commercial resolution of issues and identifying where Megaport can deliver greater value.
• Nurture key accounts by identifying growth opportunities, creating tailored engagement strategies based on vertical or customer-specific needs.
• Track and analyse customer feedback and sentiment, sharing trends and pipeline activity via Salesforce (SFDC) to support internal planning and forecasting.
• Maintain deep product knowledge across Megaport's solutions, positioning them confidently against alternatives in the market and advising on their role within the customer's broader technology stack.
• Contribute to team goals and business priorities through regular alignment with your manager and broader regional stakeholders.
• Support revenue growth campaigns by partnering with Sales and Marketing to execute focused strategies.
• Continuously seek ways to improve customer experience and internal processes, drawing on feedback and commercial insights.
• Collaborate with cross-functional teams (e.g. Finance, Operations) to help resolve any service-impacting challenges.

What We Are Looking For

• 3+ years of experience in Customer Success, Account Management, or equivalent roles within the enterprise software, internet, or telecommunications sectors.
• Strong commercial acumen and ability to influence revenue outcomes through a consultative, value-driven sales approach.
• Proven ability to thrive in fast-paced, technical environments with shifting priorities.
• Excellent verbal and written communication skills and the ability to collaborate effectively across global teams and customers.
• Demonstrated strength in identifying customer pain points and proposing relevant solutions that drive tangible value.
• Confident using CRM platforms such as Salesforce (SFDC) to maintain account records, opportunity pipelines, and reporting.
• Understanding of cloud and virtualised compute environments in the enterprise space is highly desirable.

What We Offer

• Flexible working environments
• Birthday Leave
• Generous study and training allowance + 5 days paid study leave
• Creative, fun, and contemporary workspaces
• Motivated team of industry experts and new talent
• Celebrated success with 'Legend' and 'Kudos' Awards
• Health and wellness program