Customer Success Manager

We're looking for an experienced and proactive Customer Success Manager to join Cloud Gateway's growing CS function. You'll be the primary relationship owner for a portfolio of customers spanning enterprise accounts and small-to-medium healthcare, government, and police clients - ensuring they get maximum value from our network and security services.

This is a mid-level, individual contributor role. You'll work closely with our Account Managers and technical teams, and play an active part in shaping how Customer Success operates at Cloud Gateway as we scale.

Cloud Gateway is at an exciting inflection point - a fast-growing scale-up with ambitious plans. Working closely with the Head of Customer Success, you'll not only manage your own portfolio but actively contribute to evolving and scaling the CS function itself. This is a great opportunity to grow with the function as we build it out.

What You'll Do

 

Relationship Management

• Act as the trusted advisor and primary point of contact for your portfolio. You'll collaborate with Account Managers on shared accounts, with a clear division: CS owns the customer health and experience, while Account Management leads on commercial negotiations.

Customer Advocacy

• Be the internal voice of the customer. You'll surface feedback and insights to our product and technical teams, ensuring customer needs influence our roadmap and service delivery.

Product Adoption & Training

• Drive meaningful adoption of our services and customer-facing portal. You'll educate customers on capabilities they aren't yet using and ensure they're getting full value from what they've purchased.

Business Reviews

• Lead regular Quarterly Business Reviews (QBRs) with customers — reviewing performance against their goals, identifying risks, and spotting opportunities for growth. You'll be comfortable presenting to senior and executive stakeholders.

Retention & Expansion

• Own the commercial health of your accounts. You'll be responsible for retention and will proactively identify upsell and cross-sell opportunities, working with Account Managers to bring these to close.

Operational Excellence

• Support the Head of Customer Success in building out the CS function — contributing to tooling, processes, and SOPs as we mature the team.

How We'll Measure Success

 

• Customer Retention Rate
• Net Revenue Retention (NRR)
• Upsell & Cross-sell Revenue
• Product Adoption Rate
• Customer Health / NPS
• Customer Satisfaction (CSAT) Scores

What We're Looking For

 

Essential

• 3+ years of experience in a Customer Success Manager role, ideally within an MSP, SASE, or technology-focused business
• A proven track record of building strong, long-term customer relationships
• Comfortable leading QBRs and presenting to senior stakeholders
• Proficiency with Salesforce and experience with a CS platform (e.g. Vitally, Gainsight, ChurnZero)
• Excellent communication, interpersonal, and problem-solving skills
• A proactive, ownership-driven mindset - you don't wait to be told

Desirable

• Familiarity with network and security services or SASE concepts
• Experience working with public sector clients (government, healthcare, police)
• Eligibility for SC and/or NPPV3 security clearance

Other Requirements

• You must be a UK resident to apply
• Some accounts within our portfolio require SC and/or NPPV3 clearance; we will support successful candidates in obtaining this where needed