DC Byte
Customer Success Manager
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About DC Byte
DC Byte is the leading provider of market data, research, and intelligence for the global data centre sector. At the heart of an industry that quietly keeps the world connected, our technology-led platform empowers the key players designing and developing digital infrastructure to make high-stakes, multi-billion-dollar investment and strategy decisions.
We deliver the most accurate, real-time, and unbiased insights into colocation and self-build enterprise assets worldwide—supporting developers, investors, and operators, including the world’s largest hyperscalers.
Role: Customer Success Manager
We’re looking for a proactive and commercially aware Customer Success Manager to join DC Byte and take ownership of the day-to-day customer experience across a growing portfolio of clients, helping them get more value from our platform while enabling our Account Managers to focus on commercial growth and strategic account management.
You’ll own much of the customer journey from post-sale handover through onboarding, training, adoption, and ongoing engagement. You’ll become the normal day-to-day contact for around 60 accounts, proactively using customer feedback, platform usage, and retention-risk data to understand client needs, identify issues early, and improve engagement. You’ll work closely with Account Management, Sales, Research, and Product, escalating material risks and commercial opportunities where appropriate. If you enjoy building trusted customer relationships, improving product adoption, and working proactively in a recurring-revenue environment, this role is for you.
Key Responsibilities
- Become the day-to-day point of contact for a portfolio of approximately 60 customers, building trusted relationships and understanding how they use DC Byte.
- Own most of the post-sale onboarding journey, including customer handover, setup, training, and ongoing follow-up to ensure customers are positioned for success.
- Proactively drive platform adoption by monitoring usage, understanding customer objectives, and identifying opportunities to increase both the number of active users and depth of platform use.
- Use customer health and retention-risk data, including insights from ChurnZero, to identify early warning signs, investigate the causes, and coordinate appropriate action.
- Manage inbound customer requests and support activity, ensuring tickets and analyst-time requests are handled effectively and in line with agreed service KPIs.
- Provide ongoing customer training and guidance to help users get maximum value from DC Byte’s platform, data, and insights.
- Gather customer intelligence and feedback, identifying recurring issues, product needs, and adoption barriers and sharing these with the relevant internal teams.
- Recognise potential upsell, cross-sell, or wider adoption opportunities and pass qualified commercial signals to the Account Manager.
- Escalate material customer risks or strategically important issues to the Account Manager or VP Sales where appropriate, depending on the size and importance of the account.
- Contribute to strong customer satisfaction and retention by delivering a consistent, proactive, and high-quality customer experience.
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Requirements
- Experienced in Customer Success, Account Management, or a closely related customer-facing role within a B2B subscription business.
- Familiar with the data centre industry or an adjacent sector such as digital infrastructure, telecoms, real estate data, market intelligence, or SaaS; direct data centre experience would be an advantage.
- Experienced in contributing to customer retention and understands the factors that protect recurring revenue.
- Confident managing a portfolio of customers and becoming their trusted day-to-day point of contact.
- Proactive in understanding customer objectives, asks the right questions, and identifies adoption or retention risks before they become problems.
- Experienced using a Customer Success platform such as ChurnZero, or a comparable platform, to monitor customer health, engagement, and risk.
- Comfortable working with a range of stakeholders, from everyday platform users to department heads and occasional C-suite contacts.
- Commercially aware and able to recognise potential growth opportunities, while understanding when to involve the Account Manager.
- Highly organised and able to manage onboarding, training, inbound requests, support activity, and competing customer priorities across a growing portfolio.
- A strong communicator who can coordinate effectively across Sales, Account Management, Research, and Product teams.
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Benefits
- 25 days annual leave (excluding bank holidays), increasing to up to 29 days.
- Christmas Week closure.
- Enhanced pension contribution, with DC Byte matching up to 5%.
- Private health insurance with Vitality.
- Generous anniversary rewards, including access to career coaching, vouchers for days out, and a holiday stipend.
- Up to one month working remotely per year.
- £150 stipend towards your homeworking setup.
- Access to the Government Cycle Scheme.
- Free coffee, tea, drinks, and snacks in the office.
- Hybrid working, with three days per week in our London office.
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