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Technical Customer Success Manager

Location:
Remote (International)

Department:
Customer Success

Type:
Full-Time

A message for recruiters:
No thanks. At Predatar, we’re masters of our own destiny!

Are you passionate about delivering exceptional customer experiences? Does the opportunity to help us shape a growing Customer Success function in an ambitious UK-based SaaS business excite you? Are you comfortable building strategic customer relationships while also rolling up your sleeves to solve technical challenges?

If so, we would love to hear from you.

About Predatar

Despite huge ongoing investment in data protection and cyber security, large organisations are missing something vital. They don’t have certainty that they will be able to recover the critical systems they rely on – quickly and safely – in a crisis.

Every minute of downtime is extremely costly. That’s why this is a board-level issue. Predatar is leading the way in solving it – and as you’d expect, A.I. plays a big role in what we do.

Predatar customers around the world are using our unique platform to get proof of recoverability, every day – even if their data lives across fragmented multi-vendor infrastructure. We are the Recovery Assurance trailblazers. 🚀

About the role

We are looking for a Technical Customer Success Manager to make sure our customers get every drop of value out of their Predatar subscription – at every stage of their journey – from onboarding through to renewal.

The role combines strategic customer relationship management with deep technical expertise. You will act as a trusted advisor to our customers, leading both business and technical conversations around platform usage, configuration, operational challenges, service optimisation, and more.

There’ll be a need to get hands-on with our tech and some data protection platforms too, so the ideal candidate will have practical experience working with IBM Storage Protect (formerly Spectrum Protect / TSM). Experience with Veeam, Rubrik or Cohesity would be a big plus too.

You will work proactively across time zones, managing customers globally, and collaborating with distributed stakeholders across our business. You will act as bridge between customers and our product development and support teams – and you will partner closely with our Sales team to support renewals and expansion opportunities.

While this is not a sales role, there is an important commercial objective. The focus is on driving customer adoption, expansion, and retention through the LAER customer success model. Day-to-day, your success will be measured against platform adoption, feature utilisation and customer satisfaction.

Key Responsibilities

  • Own and manage the customer lifecycle across onboarding, adoption, value realisation, renewal, and expansion
  • Build relationships with key stakeholders in customer accounts and act as a trusted advisor on both strategic and technical matters.
  • Lead technical customer conversations around configuration, operational best practices, adoption blockers, and platform optimisation
  • Proactively manage customer expectations, ensuring transparent and timely communication throughout the customer journey.
  • Coordinating customer calls and reviews via video conferencing tools
  • Work closely with product deployment engineers to minimise time-to-value and accelerate customer adoption
  • Collaborate cross-functionally with Product Management, Support, Engineering, Sales, Partner Managers, Finance, and Legal teams using shared communication tools (e.g. Microsoft Teams or equivalent) to coordinate effectively across time zones
  • Partner closely with Sales and Account Management teams to support customer renewals and identify customer growth opportunities
  • Assist with technical discussions relating to backup environments, platform configuration, and customer operational challenges
  • Work alongside Support teams to triage, manage, and progress customer issues through to resolution
  • Serve as the bridge between Predatar’s global customers and internal product development and support teams
  • Collaborate with support engineers to steer customer issue resolution, ensuring the right priority and focus is applied to open tickets; working within the support ticketing platform (e.g. Jira Service Management or equivalent) to track and progress cases
  • Report directly to the management on customer health, priorities, and key risks
  • Monitor customer health using CRM and customer success platforms (e.g. HubSpot, NetSuite, or similar), identify risk signals early, and implement proactive retention strategies
  • Drive customer adoption and engagement using the LAER customer success framework
  • Help customers maximise operational value and ROI from the Predatar platform
  • Maintain a rolling 12-month renewal forecast across assigned customers or territories
  • Support expansion opportunities through trusted customer relationships and value-led conversations
  • Handle escalations and customer enquiries related to service delivery, adoption, renewals, and customer success outcomes
  • Continuously improve internal customer success playbooks and processes, maintaining documentation in shared knowledge bases (e.g. Confluence, or similar)
  • Build and maintain customer health dashboards and renewal forecasts using reporting or spreadsheet tools

Your Experience & Skills

You’ll have most of these (maybe even all of them):

  • Minimum 5+ years’ experience in a customer-facing role within a SaaS, backup, storage, or IT services environment
  • Experience in a Technical Customer Success Manager, Technical Account Manager, Solutions Consultant, or similar customer-facing technical role
  • Experience with enterprise backup and data protection technologies, ideally IBM Storage Protect
  • Experience with Veeam, Rubrik, or Cohesity will also be considered highly desirable
  • Strong technical aptitude with the ability to confidently lead technical customer conversations and understand customer environments
  • Comfortable operating in a semi-technical role with the ability to understand customer environments, technical issues, and operational workflows
  • Demonstrated experience acting as a bridge between customers and internal product or engineering teams, translating customer needs into clearly prioritised technical requirements
  • Proven track record of proactively managing customer expectations in a remote environment
  • Understanding of customer adoption frameworks such as LAER or similar customer success methodologies
  • Strong communication, negotiation, and stakeholder management skills
  • Experience handling customer escalations and working collaboratively with technical support teams
  • Comfortable using CRM systems, forecasting tools, and customer success platforms (e.g. HubSpot, Salesforce, Gainsight, or similar)
  • Comfortable working within project and issue tracking tools (e.g. Jira, Azure DevOps, or similar) to coordinate development priorities alongside engineering teams
  • Familiar with support ticketing systems (e.g. Jira Service Management, or equivalent) for managing and triaging customer issues
  • Able to build and maintain customer health dashboards and renewal forecasts using reporting or spreadsheet tools
  • Ability to thrive in a fast-paced, remote, team-oriented environment across multiple time zones
  • Strong organisational skills with excellent attention to detail and the ability to manage multiple priorities
  • Self-motivated, proactive, and customer-focused mindset

What Predatar Can Offer You

  • Competitive salary and benefits package
  • Performance-based bonus scheme
  • Opportunities for personal and professional development
  • Supportive and collaborative team culture
  • A remote-first role with flexibility and trust
  • Regular virtual and in-person team meetups

Want to apply?

Great. Do it!

It couldn’t be easier. Just send your CV/resume with a short covering message to careers@predatar.com.