Behind The Scenes @ FormusPro As A Customer Success Manager

At FormusPro, customer success doesn’t end when a project goes live… it’s where the real partnership begins.

In this edition of our ‘Behind the Scenes’ series, we meet Pete, one of our Customer Success Managers. He helps our clients get the most from their Microsoft Teck Stack, guiding them through change and keeping them continuously improving.

I joined FormusPro in November 2024, so as I’m writing this it’s been a whole year!

Time’s flown by, but that’s usually a good sign that you’re in the right place I’ve found.

Before joining FormusPro, I worked in the NonProfit sector as a Health and Safety, Facilities, Quality and IT Lead. It was a broad role where no two days were ever the same. I was responsible for everything from maintaining safe working environments and supporting digital systems to managing infrastructure and making sure we met regulatory standards. My focus was always on keeping the organisation running smoothly so it could focus on its mission… helping people.

These days, as a Customer Success Manager, my role is to support our customers once their implementation projects move into the “live” phase. I’m one of their main points of contact moving forward, helping them navigate new releases, plan for future phases, manage renewals and resolve any questions along the way.

In simple terms, I act as a bridge between our customers and Microsoft technology. My goal is to make sure every organisation gets the most value possible from its investment. That means working closely with them to drive adoption, boost engagement and ensure their Microsoft solutions continue to evolve alongside their needs. By combining proactive support with insights from our brilliant technical and business teams, I help guide customers through the ever-changing Microsoft landscape… keeping them informed, confident and empowered at every step.

My favourite part of the job is helping people make sense of technology.

I genuinely enjoy building relationships and supporting customers through change. Seeing the positive impact when a team finally feels confident with their new tools, when the tech becomes invisible and just works for them. that’s the most rewarding part.

One of the coolest things I’ve done at FormusPro wasn’t actually single project, but my own journey of learning how Microsoft’s ecosystem connects to real people and real-world problems. It’s easy to focus on the technical side, but what’s even more powerful is seeing the difference these tools make on the ground.

Meeting customers face-to-face, understanding their challenges and helping them find solutions that unlock value… that’s when you really see the strength of the Microsoft Tech Stack.

It’s never just about the technology; it’s about connecting people with the right tools at the right time and being part of their story as they grow and succeed.

Outside of work, I try to stay active… sport has always been a big part of my life.

I used to play cricket regularly, but these days you’re more likely to find me out on the golf course. It’s a great way to unwind, stay competitive and enjoy the outdoors at the same time.

And finally, to round this off, Marketing posed me a question. If I could invite three famous people to a dinner party, alive or dead, who would it be and why?  

It took a lot more thinking than I thought it would but I’d go with Rory McIlroy, Sir David Attenborough and Dawn French.

Rory’s an inspiration and I’d love to talk to him about his Ryder Cup victory… plus, being distantly Irish, it feels like the right choice!

Sir David would be there for the stories (and that iconic voice) and Dawn French would make sure there were no awkward silences.

Between the three of them, it’d be a night to remember.

Pete is a Customer Success Manager at FormusPro, a Microsoft Solutions Partner helping organisations across the UK unlock value through Dynamics 365, the Power Platform, Azure and AI. Connect with him on LinkedIn.