Enterprise Customer Success Manager – Consulting & Agency

Deltek; Greater London; Sur place; GBP 85 000 - 110 000; Plein temps

Résumé du poste

Deltek is seeking an Enterprise Customer Success Manager to drive health, retention, and growth of strategic Professional Services accounts. You will build executive relationships, align Deltek solutions to measurable business value, and lead onboarding, adoption, and engagement strategies.

You will manage risk, identify growth opportunities, and work cross-functionally to ensure a seamless customer experience.

Qualifications

• Experience managing enterprise SaaS or ERP customers.
• Strong commercial acumen and ability to link technology to business value.
• Excellent stakeholder management, communication, and presentation skills.
• Proven ability to manage multiple accounts and priorities.

Responsabilités

• Build executive relationships with enterprise stakeholders and act as a trusted advisor.
• Lead onboarding and drive adoption to maximise customer value.
• Partner with Sales on renewals, upsell, and cross-sell while maintaining long-term relationships.
• Collaborate cross-functionally with Sales, Product, Support, Services and Cloud teams to deliver outcomes.
• Maintain accurate account data, success plans, and health metrics in Gainsight/Salesforce.

Connaissances

Enterprise SaaS

Stakeholder mgmt

Executive engagement

Account leadership

Formation

Bachelor’s degree

Outils

Gainsight

Salesforce

Description du poste

The Enterprise Customer Success Manager is responsible for the health, retention, and growth of Deltek’s strategic Professional Services accounts. Acting as a trusted advisor, you will build executive relationships, understand customer objectives, and align Deltek’s solutions to deliver measurable business value.

You will lead onboarding, adoption, and engagement strategies while proactively managing risk and identifying growth opportunities. Working cross-functionally, you’ll ensure a seamless customer experience and represent the voice of the customer within Deltek.

Key Responsibilities

Customer Relationship & Success

• Build strong relationships with enterprise stakeholders and act as a trusted advisor
• Lead onboarding and drive adoption to maximise customer value
• Develop and execute success plans focused on retention and growth
• Identify and mitigate risks, owning resolution plans
• Drive customer advocacy (references, case studies, events)

Executive Engagement

• Lead Executive Business Reviews, providing insights, performance metrics, and strategic recommendations
• Deliver data-driven presentations to senior stakeholders and steering committees

Commercial & Growth

• Partner with Sales on account strategy, including renewals, upsell, and cross-sell
• Support commercial discussions while maintaining long-term relationships
• Share accountability for renewal and growth targets

Cross-functional Collaboration

• Work closely with Sales, Product, Support, Services, and Cloud teams to deliver outcomes
• Oversee implementations and ensure customer success across the lifecycle
• Act as the customer’s advocate internally, escalating risks and feedback

CRM & Operational Excellence

• Maintain accurate account data, success plans, and health metrics in Gainsight/Salesforce
• Provide clear reporting and insights to leadership

Team & Development

• Contribute to team growth through mentoring and knowledge sharing
• Continuously develop expertise in products, industry trends, and Customer Success best practices

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com

The Deltek Customer Success team plays a key role in helping our customers maximize the value for their solutions. As a member of our team, you are the customer’s advocate to help them find answers to their questions and support the renewal and growth of their business. If you thrive in a collaborative environment, where learning and development are encouraged, consider Deltek as the next step in your career.

What We’re Looking For

• Experience managing enterprise SaaS or ERP customers (Maconomy preferred)
• Strong commercial acumen and ability to link technology to business value
• Excellent stakeholder management, communication, and presentation skills
• Proven ability to manage multiple accounts and priorities
• Experience working cross-functionally in complex organisations
• AI literacy, with the ability to apply tools to improve productivity and client outcomes
• Self-starter with strong problem-solving and organisational skills

Preferred

• Experience in Professional Services, Architecture, Engineering, or Consulting sectors
• Familiarity with Gainsight or similar Customer Success platforms
• Experience managing large, complex enterprise accounts ($1M+ ACV)
• Bachelor’s degree or equivalent experience

20%

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