Customer Success Manager
Job in
Milton Keynes, Buckinghamshire, MK10 0BX, England, UK
Listed on 2026-10-25
Listing for:
Ekco
Full Time, Seasonal/Temporary
position Listed on 2026-10-25
Job specializations:
-
Customer Service/HelpDesk
Customer Success Management, Client Relationship Management, HelpDesk/Support
Job Description & How to Apply Below
Customer Success Manager
Ekco, Milton Keynes, England, United Kingdom
About the role
Ekco is seeking a proactive, customer-focused individual to join our service delivery team as a Customer Success Manager. This role is ideal for someone passionate about building client relationships, ensuring customer satisfaction, and supporting service delivery operations.
Responsibilities
- Customer Onboarding:
Provide new clients with a comprehensive Customer Handbook, a Control Panel overview, and clear contact and escalation channels. - Customer Relationship Management:
Conduct a minimum of six proactive calls per year with each customer to: - Gather feedback on service performance.
- Identify and discuss actions for continual service improvement.
- Highlight potential upsell opportunities and collaborate with the Sales team.
- Act as an escalation point for aligned customers, ensuring prompt and professional resolution of issues.
- Serve as a primary point of contact for a portfolio of clients, ensuring their needs are met and expectations managed.
- Monitor customer health metrics and usage data to identify risks and opportunities.
- Collaborate with internal teams (e.g. Support, operations, delivery) to resolve client issues and escalate when needed.
- Prepare regular service delivery reports to track SLA's and service performance.
- Create SIP plans to support continual service improvement for the end client.
- Contribute to process improvements and documentation to enhance the customer experience.
- Support renewals and upsell opportunities in collaboration with account managers.
- Working with the finance team to resolve billing issues and processing decommission requests.
About you
- 1–2 years of experience in a customer-facing role (Customer Success, Account Management, Support, etc.).
- Strong communication and interpersonal skills.
- Ability to manage multiple client relationships and prioritize tasks effectively.
- Familiarity with ITSM tooling.
- A collaborative mindset and willingness to learn from senior team members.
- Problem‑solving skills and a proactive approach to client challenges.
- ☀️ Time off – 25 days leave + public holidays
- 🎂 1 day Birthday leave per year
- 📞 Employee Assistance Programme (EAP) – access to dedicated mental health, emotional wellbeing and general advice
- 📚 Learning & development – Unlimited access to Pluralsight learning platform
- 🌱 A lot of responsibilities & opportunities to grow (also internationally)
Why Ekco
- ⭐️ Microsoft’s 2023 Rising Star Security Partner of the year
- 🚀 VMware & Veeam top partner status
- 🏅 Ranked as 4th fastest growing technology company in the Deloitte Fast
50 Awards - 🌈 Ekco is committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
- 🎉 We recognise the value of internal mobility and encourage opportunities for internal development & progression
- ✨ Flexible working with a family‑friendly focus are at the core of our company values
Seniority level:
Associate
Employment type:
Full‑time
Job function:
Information Technology
Industries: IT Services and IT Consulting
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