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Enterprise Customer Success Manager – Consulting & Agency

Deltek, Inc. -
London

Job details

Full-time

Qualifications

ERP systems
Bachelor's degree
Mentoring
Organisational skills
Customer support
SaaS
AI
Communication skills

Full job description

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com

Business Summary

The Deltek Customer Success team plays a key role in helping our customers maximize the value for their solutions. As a member of our team, you are the customer’s advocate to help them find answers to their questions and support the renewal and growth of their business. If you thrive in a collaborative environment, where learning and development are encouraged, consider Deltek as the next step in your career.

Position Responsibilities

The Enterprise Customer Success Manager is responsible for the health, retention, and growth of Deltek’s strategic Professional Services accounts. Acting as a trusted advisor, you will build executive relationships, understand customer objectives, and align Deltek’s solutions to deliver measurable business value.

You will lead onboarding, adoption, and engagement strategies while proactively managing risk and identifying growth opportunities. Working cross-functionally, you’ll ensure a seamless customer experience and represent the voice of the customer within Deltek.

Key Responsibilities

Customer Relationship & Success

Build strong relationships with enterprise stakeholders and act as a trusted advisor
Lead onboarding and drive adoption to maximise customer value
Develop and execute success plans focused on retention and growth
Identify and mitigate risks, owning resolution plans
Drive customer advocacy (references, case studies, events)

Executive Engagement

Lead Executive Business Reviews, providing insights, performance metrics, and strategic recommendations
Deliver data-driven presentations to senior stakeholders and steering committees

Commercial & Growth

Partner with Sales on account strategy, including renewals, upsell, and cross-sell
Support commercial discussions while maintaining long-term relationships
Share accountability for renewal and growth targets

Cross-functional Collaboration

Work closely with Sales, Product, Support, Services, and Cloud teams to deliver outcomes
Oversee implementations and ensure customer success across the lifecycle
Act as the customer’s advocate internally, escalating risks and feedback

CRM & Operational Excellence

Maintain accurate account data, success plans, and health metrics in Gainsight/Salesforce
Provide clear reporting and insights to leadership

Team & Development

Contribute to team growth through mentoring and knowledge sharing
Continuously develop expertise in products, industry trends, and Customer Success best practices

Qualifications

What We’re Looking For

Experience managing enterprise SaaS or ERP customers (Maconomy preferred)
Strong commercial acumen and ability to link technology to business value
Excellent stakeholder management, communication, and presentation skills
Proven ability to manage multiple accounts and priorities
Experience working cross-functionally in complex organisations
AI literacy, with the ability to apply tools to improve productivity and client outcomes
Self-starter with strong problem-solving and organisational skills

Preferred

Experience in Professional Services, Architecture, Engineering, or Consulting sectors
Familiarity with Gainsight or similar Customer Success platforms
Experience managing large, complex enterprise accounts ($1M+ ACV)
Bachelor’s degree or equivalent experience

Career Interests

Customer Support

Position Type

Travel Requirements

20%

Applicant Privacy Notice

Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice. Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.

Job Expires

23-Jun-2027

Key Responsibilities

What We’re Looking For

Preferred

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