Customer Success Manager
BUIJoin our global team of extraordinary technologists!
BUI is an industry-leading technology consultancy and a Microsoft Azure Expert MSP, Microsoft Solutions Partner for the Microsoft Cloud, and Microsoft Security Experts MXDR Partner. We deliver advanced solutions across Cloud, Security, Networking, and Managed Services, supporting mid-market and enterprise organizations globally.
Our work is guided by three principles: Innovation, Delivery, and Results. At BUI, you’ll collaborate with highly skilled architects, consultants, developers, engineers, and security specialists to design and deliver sophisticated solutions that help our customers modernize, transform, and scale their businesses.
We offer an environment where expertise is valued, performance is recognised, and contributions are visible. If you’re looking to apply your skills in a business that combines technical excellence with meaningful impact, we invite you to apply.
We have two vacancies for this position, structured as follows:
· The candidate based in Ireland will service the UK and the EU.
· The candidate based in Johannesburg will be servicing the Government
The Position
Customer Success Manager
Role Purpose
The Customer Success Manager (CSM) is responsible for driving customer adoption, satisfaction, retention, and growth across BUI’s cloud, security, and managed services portfolio. This role acts as a trusted advisor to customers, ensuring they realize maximum value from their investments in BUI solutions. Ultimately, helping them achieve their business and technical outcomes.
Responsibilities
Customer Engagement & Relationship Management
Serve as the primary post‑sales point of contact for assigned customers.
Build strong, long-term relationships with key stakeholders, including business leaders, technical teams, and procurement.
Conduct regular customer meetings (QBRs, strategy sessions, service reviews) to align on goals, progress, risks, and opportunities.
Value Realisation & Adoption
Ensure successful onboarding and adoption of BUI solutions across Microsoft Cloud, Security, and Managed Services.
Work with customers to define success metrics and track progress toward business outcomes.
Identify gaps in usage, adoption, or capability and coordinate internal resources to address them.
Account Growth & Retention
Partner with Sales and Technical teams to identify expansion opportunities across relevant BUI offerings.
Proactively identify churn risks and implement mitigation strategies.
Maintain a focus on customer lifecycle health and renewal readiness.
Governance & Service Delivery Oversight
Monitor service performance, support cases, SLAs, and incident trends.
Facilitate service reviews and ensure operational issues are escalated and resolved effectively.
Ensure customers have clarity on service scope, roles, processes, and escalation paths.
Customer Advocacy
Represent the voice of the customer internally by providing structured feedback to BUI’s product, service, and leadership teams.
Promote BUI’s capabilities, innovations, and thought leadership to help customers plan their cloud and security roadmap.
Technical & Industry Knowledge
· Strong understanding of Microsoft Cloud technologies (Azure, M365, Entra, Defender, Sentinel).
· Familiarity with cybersecurity frameworks, cloud governance practices, and managed service models.
· Ability to translate technical concepts into business-aligned value.
Professional & Soft Skills
· Excellent communication and presentation abilities.
· Strong stakeholder management and conflict resolution capability.
· Analytical with the ability to interpret data and produce insights.
· Proactive, customer-focused mindset with strong problem-solving skills.
Qualifications
· 3–7 years’ experience in Customer Success, Account Management, or Service Delivery within IT, Cloud, or Cybersecurity sectors.
· Microsoft certifications beneficial (AZ‑900, AZ‑104, SC‑900, MS‑900, or related).
· Bachelor’s degree in IT, Business, or related field preferred.