About Ekco Founded in 2016, Ekco quickly became one of Europe’s fastest-growing cloud solution providers and a trusted security-first Managed Service Provider. IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale. We specialise in helping organisations advance their cloud maturity, guiding transformation, strengthening security and maximising the value of their technology investments. Core Values On It: We take ownership, follow through, and get things done. All In: We collaborate, support each other and commit fully to shared goals. Connected: We build trusted relationships with colleagues, clients and partners. Hungry to Grow: We stay curious, keep learning and push ourselves to the next level. The Role Ekco is seeking a proactive and customer-focused individual to join our service delivery team as a Customer Success Manager. This role is ideal for someone passionate about building client relationships, ensuring customer satisfaction and supporting service delivery operations. Day‑to‑Day Responsibilities Customer Onboarding: Provide new clients with a comprehensive Customer Handbook, a Control Panel overview and clear contact and escalation channels. Customer Relationship Management: Conduct a minimum of six proactive calls per year with each customer to gather feedback on service performance, identify and discuss actions for continual service improvement, highlight potential upsell opportunities and collaborate with the Sales team. Act as an escalation point for aligned customers, ensuring prompt and professional resolution of issues. Serve as a primary point of contact for a portfolio of clients, ensuring their needs are met and expectations managed. Monitor customer health metrics and usage data to identify risks and opportunities. Collaborate with internal teams (e.g. Support, operations, delivery) to resolve client issues and escalate when needed. Prepare regular service delivery reports to track SLA’s and service performance. Create SIP plans to support continual service improvement for the end client. Contribute to process improvements and documentation to enhance the customer experience. Support renewals and upsell opportunities in collaboration with account managers. Work with the finance team to resolve billing issues and process decommission requests. About You 1–2 years of experience in a customer-facing role (Customer Success, Account Management, Support, etc.). Strong communication and interpersonal skills. Ability to manage multiple client relationships and prioritise tasks effectively. Familiarity with ITSM tooling. A collaborative mindset and willingness to learn from senior team members. Problem‑solving skills and a proactive approach to client challenges. Benefits / Perks Time Off: 25 days annual leave plus public holidays. Birthday Leave: One extra day off to celebrate. Company Pension Scheme. Health Care. Employee Assistance Programme (EAP) for wellbeing support. EkcOlympics: Global team activity challenges. Unlimited access to Pluralsight for continuous development. Real opportunities to grow, including international progression. #J-18808-Ljbffr