Customer Success Manager

The Role

Reporting to the Regional Manager of Customer Success, the Customer Success Manager (CSM) will serve as the primary point of contact for a portfolio of high-value, strategic customers. This is a Sales role with a quota to achieve each quarter, focused on high-touch post-sales engagement, with particular emphasis on driving customer success, enabling upsell and cross-sell opportunities, managing renewals, supporting service performance, and enhancing the overall customer experience.

The CSM will be responsible for maintaining and expanding revenue by developing strong customer relationships, understanding strategic priorities, introducing new product developments and commercial initiatives, and showcasing the full value of the Megaport proposition. This is a quota-carrying role, with defined revenue targets and performance measured against attainment. Success will be evaluated based on your ability to grow and retain revenue within your customer base, contributing to both individual and team objectives.

This position is part of the wider Integrated Accounts Team, working closely with a Direct Sales Executive and Solutions Architect. The CSM will take a leading role in commercial engagement for existing strategic customers within the France portfolio, focused on growth, retention, adoption, and long-term customer satisfaction.

You will champion Megaport’s value proposition and help drive adoption across our ever-evolving portfolio of services, strengthening Megaport’s position as a trusted infrastructure partner.

What You’ll Be Doing

• Collaborate with Direct Sales Executives and Solution Architects to manage, grow, and retain revenue across a defined portfolio of strategic customers.

• Build strong relationships across multiple levels of the customer organisation, including senior and executive stakeholders.

• Develop and maintain account plans that capture customer objectives, priorities, risks, stakeholders, and growth opportunities.

• Lead regular strategic customer engagements, including business reviews and success planning sessions.

• Drive adoption and awareness of Megaport’s products, services, and broader partner ecosystem through proactive, tailored engagement.

• Proactively manage the renewal process, identifying risk early and working to maximise retention and customer lifetime value.

• Act as a trusted advisor from onboarding through to renewal and expansion, ensuring customers realise ongoing value from Megaport.

• Identify upsell, cross-sell, and whitespace opportunities based on customer priorities, use cases, and future plans.

• Represent the customer internally, coordinating commercial resolution of issues and identifying where Megaport can deliver greater value.

• Track customer sentiment, account health, risks, and pipeline activity in Salesforce (SFDC) to support planning and forecasting.

• Maintain strong product knowledge across Megaport’s solutions, confidently positioning their value within the customer’s broader technology environment.

• Support revenue growth campaigns by partnering with Sales and Marketing on focused strategies.

• Collaborate with cross-functional teams, including Finance and Operations, to help resolve service-impacting challenges.

• Continuously seek ways to improve customer experience and internal processes through customer feedback and commercial insight.

What We Are Looking For

5+ years of experience in Customer Success, Strategic Account Management, Account Management, or equivalent roles within the enterprise software, internet, cloud, or telecommunications sectors.

Experience managing high-value or strategically important customers in a high-touch environment.

Strong commercial acumen and the ability to influence revenue outcomes through a consultative, value-driven sales approach.

Proven experience driving retention, adoption, upsell, and cross-sell within existing customer accounts.

Strong relationship-building skills, with the ability to engage confidently with senior and executive stakeholders.

Demonstrated strength in identifying customer pain points and proposing relevant solutions that drive tangible value.

Proven ability to thrive in fast-paced, technical environments with shifting priorities.

Excellent verbal and written communication skills and the ability to collaborate effectively across global teams and customers.

Confident using CRM platforms such as Salesforce (SFDC) to maintain account records, opportunity pipelines, forecasting, and reporting.

Understanding of cloud, networking, and virtualised compute environments in the enterprise space is highly desirable.

Must be fluent in French and English, comfortable presenting to customers and internal company stakeholders in both languages.

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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