Department: Customer Success
Reports to: Sales Director, New Business and Customer Success
Location: UK (London/Manchester based, hybrid)
Salary: £35,000 to £40,000, plus commission

Role Overview

The Customer Success Manager (CSM) is a commercially focused role designed to enhance customer experience and drive revenue growth across our existing client base. Working as part of the Customer Success team, CSM collaborates closely with Account Managers, acting as an overlay resource to position value-added solutions, manage customer engagements and execute targeted initiatives. The role is pivotal in increasing customer satisfaction, retention and revenue through upselling, cross-selling and acting as a key contributor to marketing campaigns.

The CSM focuses on delivering our Professional Services solutions, Proact Support Services and our Packaged Assessments, with an emphasis on Modern Work, Security and Digital Transformation, while supporting Account Managers who retain ownership of all accounts.

This is a role for someone with a solid grounding in sales or customer service who is ready for their next step. You will be given the product and technical knowledge you need, along with structured development through Proact Academy and our vendor partners. What you bring is the discipline of working to targets, the confidence to pick up the phone, and a genuine interest in helping customers get more from what they have already bought.

Key Responsibilities

Customer Engagement and Relationship Building

• Serve as the primary advocate for assigned customers, developing a clear understanding of their business objectives, challenges and IT environments.

• Build and maintain strong relationships with stakeholders at all levels, ensuring ongoing alignment with their evolving needs.

• Act as the voice of the customer within the organisation, providing actionable feedback to improve services, products and processes.

Solution Selling and Value Delivery

• Identify, position and sell adjacent offerings across our 400+ customer base, focusing on pre-packaged solutions and responding proactively to emerging customer needs.

• Drive initiatives that address lifecycle management, such as upgrading end-of-life hardware and software and adopting modern solutions.

• Promote additional services, such as packaged Professional Services and legacy infrastructure support, to enhance the value customers receive.

Operational and Revenue Support

• Facilitate support contract renewals, ensuring timely and proactive communication to prevent churn.

• Develop and deliver targeted insights and messaging on solutions such as Windows 11 upgrades, security enhancements and digital transformation initiatives.

• Collaborate with internal teams to create tailored Statements of Work (SOWs) and cost proposals to support customer requirements.

Proactive Outreach and Campaign Execution

• Run structured outbound activity into the existing customer base by phone, email and Teams, working from campaign lists and lifecycle triggers.

• Qualify interest, book meetings and convert conversations into quotes, assessments and orders.

• Maintain accurate CRM records so pipeline, activity and next steps are visible to the wider team.

Collaboration with Account Teams

• Partner closely with Account Managers to ensure seamless alignment on account strategies while enabling them to focus on high-value opportunities.

• Manage transactional and mid-sized opportunities, serving as burst capacity for marketing campaigns and freeing up Account Manager bandwidth.

• Attribute margin contributions appropriately, ensuring Account Managers retain recognition for deals.

Performance Metrics and Reporting

• Work to clear monthly and quarterly targets covering activity, pipeline created, gross margin and renewal rates.

• Track and report on key performance indicators including customer satisfaction (CSAT), upsell and cross-sell revenue and contract renewal rates.

• Provide regular feedback to refine processes, improve customer messaging and enhance engagement models.

Experience and Skills

Essential

• Around two to three years of experience in sales, sales support, inside sales, business development or customer service role in a business-to-business environment.

• A track record of working to defined targets or measures, for example calls and conversations, meetings or appointments booked, qualified leads, conversion rates, renewal rates, revenue or margin, customer satisfaction or service level attainment. You should be able to talk to us through the numbers you were measured against and how you performed.

• Confidence and resilience in proactive outreach, including making outbound calls to customers who are not expecting you, handling objections and staying consistent when the answer is no.

• Strong verbal and written communication skills, with the ability to build rapport quickly and hold a credible business conversation.

• Well organised, with a proactive approach to managing multiple customers, competing priorities and follow-up commitments.

• Curiosity and a genuine appetite to learn technology, commercial structures and how our customers make buying decisions.

• Comfortable using CRM and standard business tools to plan activity and keep records accurate.

Desirable

• Experience in the IT channel, for example with a reseller, managed services provider, distributor or vendor, in roles such as internal or inside sales, sales support, customer service, renewals or junior account management within a wider team.

• Exposure to sales development or appointment setting, including structured outbound campaigns and cadences.

• Awareness of IT solutions across Modern Workplace, Security, Cloud, Data and Digital Transformation. Technical knowledge is not a requirement and will be taught.

• Familiarity with quoting tools, renewals processes or lifecycle management activity.

Please note technical IT knowledge is an advantage rather than a requirement. We will invest in your product, vendor and solution training.

Personal Attributes

• Customer-focused mindset with a genuine interest in delivering value and a high standard of service.

• Self-motivated and solution-oriented, with the persistence to see activity through to an outcome.

• Collaborative team player who works well in a fast-moving environment.

• Analytical thinker with good problem-solving skills and attention to detail.

• Open to coaching and keen to develop towards a broader account management or specialist sales career.

What We Offer

• Competitive salary and benefits package, with a commission plan linked to performance.

• Structured onboarding, vendor certifications and ongoing development through Proact Academy.

• A clear development path into wider account management and specialist sales roles.

• A supportive, collaborative team environment within a growing European managed services provider.

• The opportunity to shape the future of a developing team and contribute to Proact's growth.

Apply today by clicking the Apply button!

Not quite sure yet, or do you have any questions? Please contact Edgar Manuel (recruitment@proact.nl), who will be happy to help.