Customer Success Manager in London

As a Customer Success Manager (CSM) you will be responsible for owning the relationship and driving the value for our largest customers – by size and value. You will own our most strategic customer relationships and help them reduce human cyber risk. You will advise our customers on how to maximise value from their current plan and usage, and identify opportunities to expand their use of the platform.

You will have executive level contacts and be flexible and adaptable to rapidly‐changing situations. You will be extremely results‐driven, customer‐focused, technologically‐savvy, and innovative at building internal relationships and external partnerships.

We are looking for a CSM who has experience working with global logos throughout their customer lifecycle – from adoption to renewal and expansion. We need an experienced customer success advocate who can take the lead with customers, because this space and disruption is new to most. Ideally, a successful track record working with and growing existing customers.

You will be the orchestrator to make things happen for customers and for your team at the start of the company’s Customer Success journey.

THE TYPE OF PERSON WE'RE AFTER

You will quickly get up to speed with our brand and product knowledge, and work with the team to onboard, drive value, and identify growth within our existing customer base. You will be a key team member, responsible for helping us exceed our adoption and revenue goals by being hungry to hit your quarterly targets.

As a member of the Customer Success Team and reporting to the Head of Customer Success, you are a trusted pair of hands both internally and with customers. A key part of your job is to think strategically about customer health to ensure we are surpassing customer expectations and wow them with value and ROI metrics.

You are analytical and are able to forecast your customer portfolio's performance using reporting tools such as a CRM. You are someone who gets excited to lead new initiatives to help the team and company scale through automation and AI. You are adept at building structure from the ground up, identifying inefficiencies, and implementing scalable solutions.

You thrive in fast‐paced environments where adaptability and resourcefulness are key to success. You have experience collaborating with distributors and resellers, understanding the dynamics of a channel‐first organization. You are meticulous about CRM hygiene, ensuring all customer interactions and data are accurately and consistently updated.

RESPONSIBILITIES & ACCOUNTABILITIES

• Develop and nurture relationships within a defined customer base, typically strategic accounts (+2M total ARR).
• Demonstrate value to key stakeholders within your customer base throughout the life cycle of the customer relationship.
• Exceed quarterly renewal and expansion targets by driving customer success within your customer base.
• Generate short‐term KPI results whilst maintaining a long‐term perspective to improve overall account expansion and retention.
• Work with the Head of Customer Success to prioritise projects and apply appropriate resources to the Customer Success team and initiatives.
• Be a customer advocate within CybSafe ensuring we take the message and vision of CybSafe to customers with accuracy and confidence.
• Partner with the product, engineering, partnerships, customer support, sales and marketing teams to ensure high satisfaction within your accounts.
• Ensure commercial forecasts are accurate (via CRM) and that critical concerns are escalated proactively and professionally.

SKILLS & KNOWLEDGE

• You have a minimum of 4 years of experience in a customer‐facing role, such as Customer Success, Business Development, or Account Management, preferably within a growth‐stage cloud‐based or SaaS technology company.
• Track record of success working with Enterprise‐sized companies.
• Experience and a passion for managing existing customer relationships through the entire customer lifecycle.
• Strong interpersonal and presentation skills and ability to manage C‐level executive stakeholders within a pressured environment.
• Outstanding verbal and written communication skills.
• Comfortable with the rapid, unpredictable nature of a tech startup.
• Experience working with the UK&I Cyber Security Industry is desirable.
• Tech/AI‐savvy with a passion for being a part of a fast‐growing SaaS company.
• Have a critical eye to challenge current processes and identify inefficiencies.

We are only taking direct applications from UK based candidates with right to work in the UK. No recruitment agencies just now.