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For Companies At a Glance
- Tasks: Manage a portfolio of customers, driving adoption and ensuring their success with our solutions.
- Company: Join BeyondTrust, a leader in cybersecurity SaaS, committed to making the world safer.
- Benefits: Enjoy flexible work, continuous learning, and recognition for your contributions.
- Other info: Be part of a supportive team that inspires you to grow and excel.
- Why this job: Make a real impact by helping customers achieve their goals and drive growth.
- Qualifications: Experience in Customer Success and a passion for helping others succeed.
The predicted salary is between 50000 - 60000 £ per year.
BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cybersecurity SaaS portfolio. Our culture of flexibility, trust, and continual learning means you will be recognized for your growth and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.
The Role
As a Scaled Customer Success Manager, you will own a high-volume customer portfolio and play a key role in ensuring customers realize the value of our solutions at scale. You will work closely with Sales to define success criteria during or post the sales cycle, guide customers through their adoption journey, and proactively drive outcomes that support retention and growth. You will excel in a fast-paced environment, balancing data-driven insights with a strong customer-centric approach to deliver a consistent, high-quality experience across your book of business.
What You’ll Do
- Customer Portfolio Management
- Manage a portfolio of 100–150 customers across a scaled engagement model.
- Prioritise accounts effectively using data, health indicators, and lifecycle triggers.
- Onboard accounts effectively, setting customers up for accelerated adoption of our products.
- Deliver consistent, repeatable touchpoints through digital, one-to-many, and automated channels.
- Pre-Sales & Sales Cycle Collaboration
- Partner closely with Sales to define customer success criteria before contract signature, or collaborate post-sale to determine the best approach for engaging with existing customers to drive adoption.
- Ensure a smooth transition from sales to post-sales by clearly understanding customer goals, timeline, and priorities.
- Driving Adoption & Customer Outcomes
- Lead customers through the defined adoption plan and hold them accountable to agreed timelines.
- Influence decision-makers and end-users to drive product usage, behavioural change, and time-to-value.
- Provide guidance and best practices to help customers achieve measurable outcomes that align with their goals.
- Data Driven Decision Making
- Analyse customer data, product telemetry, and trend patterns to identify risk and opportunity across your book.
- Use insights to target interventions, personalise scaled programs, and inform broader Customer Success initiatives.
- Retention & Performance
- Own adoption and retention metrics across your customer segment.
- Proactively identify churn risks and drive actions to mitigate them.
- Consistently aim to exceed quarterly adoption, usage, and retention targets.
- Cross-Functional Collaboration
- Provide feedback to Product, Sales, and Customer Success teams based on customer trends and market needs.
- Contribute to scaled content, playbooks, and programs that improve customer experience at scale.
What You’ll Bring
Skills & Experiences
Experience in Customer Success.
Scaled Customer Success Manager- Remote in London employer: BeyondTrust
Contact Detail:
BeyondTrust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Scaled Customer Success Manager- Remote in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at BeyondTrust on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding their products and customer success strategies. Show us how you can help customers realise value from their solutions. Tailor your examples to highlight your experience in managing customer portfolios.
✨Tip Number 3
Practice your pitch! Be ready to explain how you would drive adoption and retention for a portfolio of customers. Use data-driven insights to back up your strategies and demonstrate your customer-centric approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the team at BeyondTrust.
We think you need these skills to ace Scaled Customer Success Manager- Remote in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Scaled Customer Success Manager role. Highlight your experience in managing customer portfolios and driving adoption, as this will show us you understand what we're looking for.
Showcase Your Data Skills: Since data-driven decision making is key in this role, don’t forget to mention any relevant experience you have with analysing customer data or using insights to drive outcomes. We love seeing how you’ve used data to make a difference!
Be Personable: We’re all about building relationships, so let your personality shine through in your application. Share examples of how you've influenced decision-makers or supported customers in achieving their goals. This will help us see your customer-centric approach.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our team!
How to prepare for a job interview at BeyondTrust
✨Know Your Customer Portfolio
Before the interview, research how to manage a high-volume customer portfolio effectively. Be ready to discuss strategies for prioritising accounts using data and health indicators, as this will show your understanding of the role's demands.
✨Showcase Your Collaboration Skills
Highlight your experience working closely with sales teams. Prepare examples of how you've defined success criteria or ensured smooth transitions from sales to post-sales, as this is crucial for driving customer adoption and outcomes.
✨Data-Driven Decision Making
Brush up on how to analyse customer data and product telemetry. Be prepared to share specific instances where you used insights to drive customer engagement or mitigate churn risks, demonstrating your analytical skills.
✨Emphasise Customer-Centric Approach
During the interview, convey your passion for delivering a high-quality customer experience. Share stories that illustrate how you've influenced decision-makers and driven behavioural change to achieve measurable outcomes for customers.