Customer Success Manager

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

Manchester (Hybrid) | £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.

The Role

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.

Working hours that are required:

• 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.

What You’ll Be Doing

Customer Success & Account Management

• Own and manage a portfolio of Mid-Enterprise customers across NA & 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 escalate when needed

Renewals & Upsell Support

• 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

Relationship Building

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

Cross-Team Collaboration

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

Data & Reporting

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

What We’re Looking For

Required

• 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

Preferred

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

 What You’ll Get

• 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

INDLS

Equals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy.

You may be contacted directly by the employer should they wish to progress your application.

Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful.