Customer Success Manager (SMB)

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SecureFlag is a fast-growing London-based startup with a mission to improve application security training for developers. We have created an innovative platform for developers to learn, practice, and internalize modern secure coding practices through real-world exercises.

Our objective is to offer highly immersive, intuitive training so attuned to the developer’s individual needs that the overall experience is genuinely natural and enjoyable and, as a result, directly helpful and immediately applicable to their everyday job.

Job Overview

We are looking for a Customer Success Manager to lead impactful onboarding experiences for our SMB customers. You will be responsible for ensuring new customers achieve fast time to value, gain confidence with our platform, and adopt it successfully at scale.

We support remote work within the UK and EU.

What You Will Do

• Own the onboarding journey for SMB customers. Ensure smooth implementation, clear product understanding, and confident usage within 30 days.
• Lead structured one‑hour onboarding sessions to set up accounts, walk through key workflows, and align customer goals with platform capabilities.
• Use digital touchpoints such as emails, in‑app guides, videos, and templates to deliver scalable and consistent onboarding experiences.
• Track and optimize key metrics such as Time to First Value (TTFV), activation rates, and onboarding completion.
• Monitor account health and usage to proactively identify and support at‑risk customers.
• Collaborate with Product and Support teams to improve the onboarding process and close customer feedback loops.
• Continuously enhance the onboarding playbook by documenting best practices and identifying opportunities for automation and efficiency.
• Report key onboarding KPIs weekly including activation rate, onboarding completion, TTFV, and early churn signals.

What You Will Bring

• 1 to 2 years of experience in Customer Success, Onboarding or implementation within a SaaS environment.
• A structured and process‑driven mindset. You think in systems, not chaos.
• An empathetic communication style that simplifies complex ideas and builds confidence with customers.
• A tech‑savvy and fast‑learning approach to tools like LMS, CRMs, and onboarding automation platforms.
• A focus on outcomes such as activation, adoption, and retention.
• A strong sense of ownership and responsibility for creating a world‑class first impression.

Bonus Points

• Experience with SaaS tools such as Intercom, Pendo, or Totango.
• Exposure to cybersecurity, eLearning, or developer‑focused platforms.
• Ability to analyze adoption data and identify usage patterns.

Compensation and Growth Path

• Competitive base salary with performance incentives tied to activation and adoption metrics.