Customer Success Manager (CSM) – North America / Latin America
Manchester (Hybrid) A GBP 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 and Account Management
* Own and manage a portfolio of Mid-Enterprise customers across NA and 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 escalations when needed
Renewals and 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 realization
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 and 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
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