Customer Success Manager

Customer Success Manager

Join Shield, a global startup focused on compliance, and help our customers achieve measurable business outcomes by maximizing the value of our AI‑powered platform.

Responsibilities

• Act as a strategic advisor to Shield’s enterprise customers, translating compliance goals into measurable results.
• Champion the customer voice, representing needs across Product, R&D, and Operations to influence roadmap priorities.
• Own customer health, monitoring metrics and proactively addressing risks to satisfaction, adoption, and renewal.
• Drive renewals and expansions, leading straight‑through renewals and partnering with Sales on complex deals.
• Provide clear visibility on critical support issues and escalations.
• Build trusted advisor relationships with decision makers and champions, guiding them on risk management and compliance.
• Lead QBRs and training sessions focused on outcomes, renewal readiness, and expansion opportunities.
• Collaborate on a Mutual Success Plan with clear objectives, success metrics, and next steps.
• Maintain a deep understanding of Shield’s product roadmap and guide customers on leveraging relevant features.

Requirements

• 5+ years in enterprise SaaS customer success, working with Fortune 100 companies and their executives.
• Owned a book of 4‑6 strategic customer accounts.
• Demonstrated ability to increase customer satisfaction, adoption, and retention of technical products.
• Fast learner, naturally curious, thrives in fast‑paced environments.
• Experience in finance industry or managing finance customers is an advantage.

Location & Reporting

London, England – reports to Director of Delivery of Customer Success.

Seniority level

Not applicable.

Employment type

Full‑time.

Job function

Other