Mitigo is a UK based leading provider of Cyber Security risk management services specialising within the Legal, Financial, Accountancy, Architecture sectors. Our expertise spans a wide range of cyber security domains, ensuring our clients remain secure and resilient.
Role Description:
The Customer Success Manager role at Mitigo Group is a full-time, hybrid position based in Cheadle. The individual in this role will manage a portfolio of clients, ensuring they gain maximum value from Mitigo’s cyber risk management services. The Customer Success Manager will build strong relationships with key stakeholders, support incident response coordination when required, and collaborate with internal teams to address client needs and feedback. The role also involves preparing reports, tracking retention and engagement metrics, and contributing to continuous improvement of customer success processes.
Day-to-day responsibilities
- Regular touchpoints with customers managing towards an agreed roadmap
- Regular reporting to senior stakeholders on customer health
- Identify, report and build a plan to mitigate customer churn
- Identify upsell /growth opportunities for existing customers
- Drive high renewal rates through strong customer satisfaction and service adoption
- Track and report on high-risk accounts and potential business threats, acting as an escalation point for service impacting issues
Location
The role is a hybrid role, with the expectation of three days per week on-site at our head office in Cheadle, with periodic travel within the UK for client meetings and to support with events as needed.
Who You Are
The ideal candidate will be a blend of 4 categories of skills - Technical, Communication, Project Management and Commercial. We’re not expecting an expert in each category, but you should have a working knowledge across all 4. Listed below are some examples of skills from each category:
- Technical
- Cyber Security Services
- Network Security
- Penetration testing
- Data Analysis
- Communication
- Clear, concise and confident
- Able to convey technical elements to non-technical audiences
- Excellent written and spoken English
- Project Management
- Organised
- Self motivated
- Commercial
- Understanding Customer and Sales Lifecycle
- Managing customer renewal cycles
- Identify upsell/cross sell opportunities
What We Offer
- Salary is up to £50,000 depending on experience
- 24 days holiday plus your birthday and bank holidays
- Auto enrolment pension with the option to use salary sacrifice to increase contributions
- Life assurance at twice annual salary
- Employee wellbeing plan inc virtual GP and Employee Assistance program
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Customer Success Manager in Cheadle employer: Mitigo Group
Mitigo is an exceptional employer that fosters a dynamic and inclusive work culture, where passionate cyber security professionals can thrive. With a strong focus on employee growth, we offer opportunities for continuous learning and development in the rapidly evolving field of cyber security. Located in Cheadle, UK, our hybrid working model allows for flexibility while engaging with a diverse portfolio of clients, making every day rewarding and impactful.
