Customer Success Manager

Job Description – Customer Success Manager

Reports to: Manager of Customer Success

Status: Full Time

Location: Remote, UK or Croatia. Work from anywhere.

About Syskit

Syskit is a remote-first software development company focused on creating high-quality enterprise software for management and administration. In a world of remote collaboration and digital transformation, our products help organizations worldwide gain control over Microsoft 365.

One part of that is managing Microsoft Teams, one of the fastest-growing business applications in the world. Today, more than 3,000 organizations trust Syskit solutions to govern, secure, and manage their Microsoft 365 environments.

Some of the world's leading organizations rely on our products, including Rimac Group, LEGO, NASA, Loacker, United Airlines, Coca-Cola, Lionsgate, and many more.

The Role

We're looking for a Customer Success Manager to manage a portfolio of customers across SMB, Mid-Market, and Enterprise segments. You'll be responsible for helping customers realize value from their investment in Syskit, driving adoption, managing renewals, and building long-term customer relationships.

This is a commercially focused role with direct accountability for customer retention and renewal performance.

What You'll Do

• Manage a portfolio of customers across SMB, Mid-Market, and Enterprise segments.
• Lead customer onboarding and adoption activities.
• Conduct regular business reviews and strategic customer engagements.
• Own customer renewals and proactively manage retention risks.
• Partner with Sales to ensure smooth customer handovers and account transitions.
• Work closely with Product to provide customer feedback and influence future improvements.
• Collaborate with Marketing on customer advocacy initiatives, events, and campaigns.
• Maintain accurate customer records, forecasts, and activity tracking using our internal systems and tools.
• Stay up to date with product developments, feature releases, and industry trends.

What We're Looking For

• .
• Proven success managing customer relationships and achieving retention or renewal targets.
• Experience working with technical stakeholders and decision makers.
• Strong commercial mindset with an understanding of recurring revenue models.
• Excellent communication and relationship-building skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with Microsoft 365, Azure, or the broader Microsoft ecosystem is a strong advantage.
• Excellent verbal and written English communication skills.
• Experience using CRM and Customer Success Tools, such as HubSpot.

Success in This Role

You'll be measured on:

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Renewal performance
• Customer engagement and adoption
• Customer satisfaction and advocacy