Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Guide customers to achieve business goals and maximise the value of our platform.
- Company: Join a rapidly growing global startup with offices in major cities.
- Benefits: Competitive salary, flexible work environment, and opportunities for professional growth.
- Why this job: Be a trusted advisor and make a real impact on customer success.
- Qualifications: 5+ years in customer success, preferably in Enterprise SaaS with Fortune 100 companies.
- Other info: Dynamic role with a focus on strategic planning and customer engagement.
The predicted salary is between 36000 - 60000 £ per year.
Shield is a global startup, with offices in TLV, NYC, LDN, and LIS. We’re rapidly growing and looking for another important piece of the puzzle. As a Customer Success Manager, you will act as a strategic advisor to Shield’s customers, guiding them to achieve measurable business outcomes and maximize the value of the Shield platform. You will help customers translate compliance goals into real results - driving risk reduction, operational efficiency, and regulatory confidence.
Your role includes sharing relevant product updates and best practices, capturing customer insights to inform Product and R&D, and ensuring every interaction strengthens trust and impact. This position is based in London and reports to the Director Delivery of Customer Success.
Let’s get down to business: What you’ll do:
- Champion the Customer Voice – Represent customer needs across Product, R&D, and Operations to maximize value and influence roadmap priorities.
- Own Customer Health – Monitor and communicate health metrics, proactively addressing risks to satisfaction, adoption, and renewal.
- Drive Renewals & Expansions – Lead the end-to-end process for straightforward renewals and identify expansion opportunities, partnering with Sales on complex deals to secure growth.
- Support & Escalation Visibility – Track and clearly reflect the status of critical support issues and escalations, ensuring customers and internal teams remain aligned on progress and resolution.
- Executive Engagement – Build trusted advisor relationships with decision makers, champions, and economic buyers, guiding them on best practices to manage risk and achieve compliance goals.
- Value Delivery – Lead Quarterly Business Reviews and customer training sessions focused on outcomes, renewal readiness, and expansion opportunities.
- Strategic Planning – Collaborate with internal teams and customer stakeholders to create a Mutual Success Plan with clear objectives, success metrics, and next steps.
- Product Expertise – Maintain a strong understanding of Shield’s product and roadmap to guide customers on leveraging the most relevant features for their evolving requirements.
Experience and skills:
- 5+ years of customer advocacy and engagement experience in an Enterprise SaaS customer success team working with Fortune 100 companies and their executives.
- Owning a book of business of 4-6 Strategic customer accounts.
- Increase customer satisfaction, adoption, and retention applying to a technical product.
- A fast learner who is naturally curious and thrives in a fast paced and dynamic work environment.
- Experience with the finance industry / Managed customers from the finance industry – Advantage.
Customer Success Manager in London employer: Shield
Contact Detail:
Shield Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Customer Success Manager role.
✨Tip Number 2
Prepare for those interviews by researching the company and its products inside out. We want you to be able to speak confidently about how you can drive customer success at Shield and make a real impact!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of examples where you've turned customer challenges into opportunities. We love hearing about how you’ve championed customer voices in previous roles!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for passionate individuals who are ready to make a difference in customer success.
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer advocacy and engagement, especially with enterprise SaaS products. We want to see how your skills align with what we’re looking for!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact. Use metrics where possible to show how you’ve driven customer satisfaction and retention. We love numbers that tell a story!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can build trusted relationships with customers, so showing your genuine passion for customer success will definitely set you apart. Be yourself!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Shield
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like NPS, CSAT, and churn rates. Be ready to discuss how you've used these metrics in past roles to drive customer satisfaction and retention.
✨Showcase Your Strategic Thinking
Prepare examples of how you've acted as a strategic advisor in previous positions. Highlight specific instances where your guidance led to measurable business outcomes for customers, especially in an Enterprise SaaS context.
✨Understand Shield's Product and Market
Do your homework on Shield’s platform and its unique selling points. Familiarise yourself with the finance industry and be prepared to discuss how you can leverage Shield’s product features to meet customer needs.
✨Engage with Real Scenarios
Be ready to role-play or discuss hypothetical scenarios during the interview. Think about how you would handle customer escalations or drive renewals, showcasing your problem-solving skills and customer-centric approach.
