Reporting to the Regional Manager of Customer Success, the Customer Success Manager (CSM) will act as the main point of contact for our existing customers. This is a commercial, revenue-generating role focused on post-sale account growth, customer retention, and long-term value creation.
The CSM will own and manage the ongoing commercial relationships with customers, with a main focus on upselling, cross-selling, and driving product adoption. This role carries quarterly expansion revenue targets, and success will be measured by the ability to grow existing accounts while maintaining strong customer satisfaction and retention.
You will be accountable for driving incremental sales and retaining existing revenue, proactively engaging customers to introduce new product enhancements, service developments, pricing initiatives, and other benefits of the Megaport platform.
The position will sit within the wider Customer Account Team, working closely alongside a Direct Sales Executive and Solutions Architect in California. The CSM plays an integral role within the team and is responsible for owning the post-sales commercial lifecycle for a nominated account list. The goal is to expand revenue, retain customers, and continuously develop increased value within the assigned account base from the numerous and ever-growing range of Megaport benefits.
What you will be doing:
As part of the Customer Account Team, this role will collaborate with Direct Sales Executives and Solution Architects to drive, grow and retain targeted revenue from our existing customers, focusing on supporting the overall customer experience.
Carry quarterly expansion targets for the assigned customer portfolio, identifying and executing upsell and cross-sell opportunities while building and maintaining a healthy pipeline of growth opportunities within existing accounts.
Act as a trusted advisor to existing customers, focusing on initial onboarding and enablement, to ensure quick time to value as well as providing information about Megaport enhancements, new products and ecosystem partners.
Own and proactively drive the renewal process across a wide base of customers, increasing long-term revenue by converting customers from month-to-month to term subscriptions and identifying expansion opportunities during renewal cycles.
Be responsible for proactive, sequenced outreach communications across a large base of customers driving further adoption, solution awareness and opportunities to engage with Megaport and our partner community.
Champion customers throughout their entire customer journey, including facilitating the resolution of customer-related issues and concerns from a Commercial and Sales standpoint, and understanding how we can add more value.
Nurture the nominated customer base, identifying key targets and executing an account growth strategy aligned to customer needs, vertical opportunities, and Megaport solutions.
Ensure each new customer follows a formal onboarding process, with key milestones and activities documented in Salesforce to enable transparency, knowledge transfer, and consistent customer experience across the team.
Work closely with Sales, Solutions Architecture, Support, Engineering, Legal, Finance, and Product teams to deliver a seamless customer experience.
Represent your team’s insights and feedback in internal discussions to shape product and process improvements
- Ensure your team is capturing key insights during customer engagement to support continuous improvement.
- Nurture the nominated customer base, identifying key targets and executing an account growth strategy aligned to customer needs, vertical opportunities, and Megaport solutions.
Maintain in-depth knowledge of Megaport products and solutions and be able to propose and demonstrate these to the customers, whilst being aware of rival services or products. Maintain and share a value add opinion on Megaport and where we fit in the customer's ecosystem.
Collaborate with Sales and Marketing teams on campaigns and strategies for revenue growth.
What we are looking for
3+ years experience within the Enterprise software market or Internet/Telecommunications industries.
3+ years experience in an Account Management or Customer Success role.
Proven ability to work in a fast-paced technical environment, with multiple tasks or goals.
Strong verbal and written communication skills, as well as the ability to collaborate and work effectively across internal and external organisations.
Demonstrable ability to identify customer needs, appreciate and understand the customers’ service issues, or “pain points”, and present a suitable solution.
Ability to deliver revenue results and operate in a consultative-based selling approach.
Ability to work with the wider Megaport teams to focus on revenue generation and results.
Maintain records, reports, and data as per the Megaport models, with a focus on revenue retention from the existing agreed customer list.
Strong verbal and written communication skills are a must, as well as the ability to work effectively across internal and external organisations.
Experience in proposing or deploying cloud and virtualised compute solutions in enterprise customer environments is highly desired.
What we offer:
Flexible working environments
Birthday Leave
Generous study and training allowance + 5 days paid study leave
Creative, fun, and contemporary workspaces
Motivated team of industry experts and new talent
Celebrated success with ‘Legend’ and ‘Kudos’ Awards
Health and wellness program
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Top Skills
Megaport San Francisco, California, USA Office
351 California Street, Suite 800, San Francisco, California, United States, 94104
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