Academy Customer Success Manager

One of the most exciting prospects in the UK cyber security sector today, Bridewell is a leading cyber security services company specialising in protecting and transforming critical business functions for some of the world's most trusted organisations. We are the trusted partner for operators of essential services and provide end-to-end cyber security capabilities that help our clients overcome their security challenges, allowing them to operate safely and securely.

Bridewell holds the Gold level, Investors in People award which we feel solidifies and reflects on the outstanding calibre that makes us truly one team.

The Opportunity

In the first six months of the Bridewell Academy, you will undergo a comprehensive onboarding programme. You'll be introduced to your manager and assigned buddy, who will support you through the initial stages of your journey. During this time, you'll gain exposure to the Customer Success function and Bridewell as a whole, helping you build a strong understanding of Service Management and Cyber Security. Additionally, you will complete the SANS Foundations course and become acquainted with our learning management systems, setting a solid foundation for your professional development.

You'll begin developing knowledge of Bridewell's core services MDR, VMS, and CTI by spending time with service leads and shadowing VMS and CTI sessions. You'll also start your ITIL V4 Foundation and SC-900 Microsoft Security, Compliance, and Identity Fundamentals certifications, while becoming familiar with internal tools such as Swimlane, Cybiquity, and client reporting through shadowing Customer Success Manager (CSM) meetings.

Between six and twelve months, you'll complete both certifications and be presenting Weekly and Monthly Service Reviews confidently through internal role plays. You'll be invited to join meetings with more complex clients and participate in escalations to build your escalation management skills. Toward the end of this phase, you'll be introduced to the customers you'll be aligned with as you transition into the next stage of the Academy.

From twelve to eighteen months, you'll take ownership of your aligned customers, building and strengthening relationships while delivering the full Customer Success experience. You'll shadow onboarding sessions to understand Bridewell's client onboarding process and work closely with the SOC Transition Lead to develop onboarding capabilities. You'll also take responsibility for client governance activities, including project scoring, SOM updates, CSI, NPS surveys, and JML processes.

By the end of the Academy journey, you will be equipped to deliver the Customer Success experience. Confidently managing client relationships, driving proactive service improvements, and owning governance responsibilities that ensure Bridewell's services continue to meet and exceed customer expectations.

Qualifications

• A degree is preferred but not essential.
• Minimum grade of 4/C in GCSE English Language and Maths (or equivalent).
• Three A-levels or five Highers (or equivalent).
• No work experience is needed; this is an entry-level position; we are looking for someone that will show potential for these roles through their transferable skills.

Confidence, relationship building, and a self-starter mentality are all welcome - alongside a huge eagerness to learn!

Responsibilities

• CSM Duties: Build and maintain trusted and transparent customer relationships, acting as the day-to-day contact for services provided by Bridewell.
• Service Reporting: Own end-to-end service reporting across weekly, monthly, and quarterly cycles, building reports, monitoring data trends, and presenting service insights. Lead service reviews with customer stakeholders and drive follow-up actions through to resolution.
• Customer Communication: Ensure regular communication with customers, starting with shadowing then owning and leading regular check-ins, face to face meetings, events, and reviews.
• Support Customer Success Managers: Collaborate with your team during reporting periods, onboardings and escalations.
• Personal Development: Take an active role in your own personal development in customer success, service management and cybersecurity, with ongoing support from Bridewell. This may include participating in training sessions, attending workshops, or pursuing relevant certifications to enhance your skills and career progression.
• Continual Service Improvement: Regularly assess how the customer is using Bridewell services, are services meeting their needs and identify areas for continuous improvement.
• Net Promoter Survey (NPS): Get customer feedback via net promoter surveys to develop and improve customer relations and Bridewell services.

Our vision is to create a safe, inclusive digital world where people and organisations can thrive. Our values of Do the Right Thing, One Team and Above and Beyond emphasise the importance of the part we play in society, and our commitment to our people and clients. Our story to-date has been phenomenal, but success doesn't end here and as we continue to grow and scale, we want to keep the same culture, passion and commitment to high quality that has enabled us to get this far.

Bridewell will provide a great career opportunity with continual development as well as the following:

• 25 Days Holiday - Plus buy and sell options
• Flexible Working (around core office hours)
• Performance Incentive Bonus
• Company Pension
• Employee Shareholder Scheme
• Personal Day & Birthday Off - After 1 year of service
• Family Leave - After 1 year of service
• Enhanced Maternity based on length of service
• Dedicated Training Budget
• Life Assurance
• Electric Vehicle Scheme & Cycle to Work Scheme
• Private Healthcare (incl. Gym discounts and vision care)

Location

Bridewell operates a hybrid and flexible working policy, however you will be required to travel to different sites on occasion, in particular our Cardiff office. Bridewell values diversity and is an equal opportunity employer. We are dedicated to fostering an inclusive environment where all employees feel respected, supported, and empowered to do their best work. If you require any reasonable adjustments throughout the interview process please let us know.