Account Manager

The Role
Reporting to the Regional Manager of Customer Success - EMEA, the Customer Success Manager (CSM) will act as the main point of contact and interface with existing customers. This individual will have a core focus on post-sale relationships, with a main focus on upselling/cross-selling, including enablement, service performance, renewals, and supporting the overall customer experience. 
They’ll be accountable for driving both incremental sales and retaining existing revenue by proactively reaching out to customers and introducing them to new product enhancements, service developments, pricing initiatives and other benefits of the Megaport proposition. 
The position will sit within the wider Integrated Accounts Team, working closely alongside a Direct Sales Executive and Solutions Architect in the United Kingdom region. The CSM plays an integral role on the team, and ultimately, they’ll be responsible for providing ongoing commercial interaction for a designated customer base, aiming to expand, retain, and develop increased value from this nominated account list.

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

#LI-DNI

If you have any questions, please reach out to Megaport's Talent Acquisition Team at [email protected]
 
NOTE: All Megaport business correspondence is conducted via our business email accounts (@megaport.com). If you have any concerns, please reach out to Megaport's careers team [email protected] directly and we will verify the legitimacy of any communication. Megaport will not ask you to create an account via Microsoft teams, and does not associate with any email accounts under "@megaportau.com".
 
All applications will be treated in confidence.
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