Customer Success Manager

Customer Success Manager

Join Europe's leading, high-growth Google Cloud consultancy. At Qodea, you'll be part of a team energised by innovation and passionate about delivering exceptional results. We craft cutting-edge solutions in data and analytics, AI, cloud infrastructure and security, driving digital transformation that empowers our customers to scale, modernise and lead in their industries. We're driven by ideas and powered by our people.

We are looking for a Customer Success Manager to act as a strategic partner to customers by leading service delivery, aligning on goals, and ensuring successful outcomes throughout the managed services lifecycle.

We really value in-person collaboration, so we're looking for you to spend at least 60% of your time on-site. This means being at our company offices or at a client's site.

How You'll Shape Our Success

The Customer Success Manager (CSM) plays a pivotal role in driving customer value, satisfaction, and growth across the customer lifecycle. Operating at the intersection of technical delivery, commercial impact, and long-term partnership, the CSM ensures that customers not only stay with us, but thrive with us.

The core objective is to maximise the impact customers experience from our managed services, foster ongoing engagement, and support revenue growth through retention and expansion.

What You'll Do

• Build trusted relationships with key customer stakeholders by acting as their strategic partner throughout the managed services lifecycle.
• Own the delivery of contracted services, ensuring that all agreed deliverables are met in line with the service scope, timelines, and quality standards.
• Lead customer onboarding to ensure a clear understanding of contract scope, service expectations, and the path to first impact.
• Develop and maintain Joint Success Plans that align customer goals with service outcomes, driving accountability and shared success.
• Collaborate closely with Sales and internal teams to identify and support retention, expansion, and upsell opportunities within key accounts.
• Monitor service delivery and customer sentiment proactively, resolving issues and risks before they escalate.
• Act as the escalation point for both the customer and internal teams
• Track and contribute to key customer success metrics (e.g. NPS, CSAT, retention, usage growth) to measure and communicate impact.
• Coordinate with Support teams to ensure a seamless experience and add value through proactive issue resolution and shared insights.