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 timeDuring 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 & LATAMSupport onboarding and renewal readinessContribute to Quarterly Business Reviews (QBRs): objectives, risks, adoption, and growthProvide responsive support during North American business hours and escalate when needed

Renewals & Upsell Support

Support contract renewals with distributors, resellers, and end customersIdentify upsell and expansion opportunities through usage and customer conversationsCollaborate with Sales, Senior CSMs, and Channel teams on commercial alignment

Relationship Building

Become a trusted advisor and main point of contactBuild strong stakeholder relationships and drive customer advocacyProactively improve adoption and value realisation

Cross-Team Collaboration

Work closely with Sales, Support, Product, and Channel teamsCoordinate enablement, training sessions, and best-practice guidanceShare customer feedback to influence product improvements

Data & Reporting

Keep customer records accurate in HubSpot / spreadsheetsUse dashboards to strengthen forecasting and retentionTrack 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 zonesComfortable working UK-based but aligned to North American hoursTech-savvy and able to learn software solutions quicklyProactive, customer-first mindset

Preferred

Experience in Customer Success, Account Management, Support, or similarExposure to SaaS, backup, or recovery solutionsHubSpot CRM experienceConfident 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 AccountsStructured onboarding, training, and mentorshipA collaborative, supportive team environmentThe 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.