At a Glance
- Tasks: Drive customer success and satisfaction for enterprise clients using AI-driven insights.
- Company: Join Swimlane, a leader in Agentic AI-powered security operations.
- Benefits: Enjoy competitive pay, stock options, and professional development opportunities.
- Other info: Remote role with a vibrant company culture focused on collaboration and innovation.
- Why this job: Make a real impact in cybersecurity while working with innovative technology.
- Qualifications: 5+ years in B2B software roles; experience in Customer Success preferred.
The predicted salary is between 36000 - 60000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Swimlane is redefining security operations with Agentic AI automation that empowers organizations to work smarter, respond faster, and stay ahead of threats. Our low-code platform combines automation, orchestration, and intelligent reasoning to unlock true operational autonomy across the modern SOC. At Swimlane, we put people first. We foster a culture of innovation, trust, and continuous improvement—where your ideas matter and your work drives meaningful change. Join us and help build the next era of Agentic AI-powered security operations.
About the role
As a Customer Success Manager at Swimlane, you will own the post-sale experience for a portfolio of enterprise customers, driving retention, expansion, and product adoption. You'll act as a trusted advisor to security leaders, using AI-driven insights, CRM systems, and customer success platforms to proactively manage risk, deliver value, and scale impact. You will work cross-functionally with Sales, Product, Support, and Operations, and serve as a key voice of the customer within the organization. This is a UK-based or European country-based position, and will be supporting our customers across EMEA.
What you'll do
- Own customer health, satisfaction, and gross/net revenue retention targets
- Drive adoption and value realization using product usage data, health scores, and predictive risk signals
- Identify and mitigate churn risk through proactive, cross-functional action plans
- Build strong relationships with executive sponsors and day-to-day users
- Lead strategic customer reviews using clear, data-backed insights
- Partner with Sales on renewals, expansions, and growth opportunities
- Manage sales-to-delivery transitions and support new product rollouts
- Track and escalate priority support issues while managing customer expectations
- Maintain accurate customer data and success plans in CRM and Customer Success platforms
- Improve CS processes through automation and AI-enabled workflows
Qualifications
Minimum Qualifications
- 5+ years in enterprise B2B software roles; 3+ years in Customer Success managing large customers
- Experience working with complex, technical products; cybersecurity experience preferred
- Proficiency with CRM platforms (Salesforce preferred) and Customer Success tools (e.g., Gainsight, Totango, Planhat)
- Comfort using product usage analytics, dashboards, and customer health metrics
- Strong analytical, communication, and executive-facing skills
- Ability to thrive in a fast-paced SaaS environment
Bonus Qualifications
- Experience using AI copilots, automation, or predictive analytics in Customer Success
- Background in high-growth SaaS or cybersecurity environments
This is a remote role based in the UK or the broader Europe region; candidates must currently reside and be a resident of the United Kingdom or a European country to be considered for this position.
The Perks of Being a Swimlaner
- Competitive Benefits & Compensation
- Stock Options
- Training & Professional Development Opportunities
- MacBook Pro
- Great Company Culture
- We value collaboration and innovation
- Give-back Volunteering Opportunities
Here at Swimlane, our core focus is to Automate the World of Security and we strive to represent our five core values in everything we do:
- Punch above your weight class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.
- Be a happy innovator - The hard problems are the fun problems to solve, we're excited to take on difficult challenges and find creative solutions.
- Always be leveling up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.
- Move at the speed of WOW - We work with an extreme sense of urgency, but we never compromise quality.
- Have honesty and integrity in 'all the things' - We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.
What's the best thing about working at Swimlane? If you ask the team, they'll tell you it's the people. Swimlaners are innovative, collaborative, and driven by the purpose of revolutionizing the way security teams automate and respond to alerts. Headquartered in beautiful Denver, Colorado, Swimlane's staff spans 28 states and 23 countries!
Customer Success Manager (EMEA) in London employer: Swimlane, Inc.
At Swimlane, we pride ourselves on being an exceptional employer that prioritises innovation, collaboration, and employee growth. Our remote work culture allows you to thrive in a dynamic environment while enjoying competitive benefits, stock options, and professional development opportunities. Join us in revolutionising security operations with Agentic AI, where your contributions will make a meaningful impact across EMEA.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (EMEA) in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Swimlane on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by understanding Swimlane's products and values. We should be ready to discuss how our experience aligns with their mission of redefining security operations.
✨Tip Number 3
Showcase your analytical skills during interviews. Use examples from past roles where you drove customer success through data-driven insights, just like they do at Swimlane.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep us fresh in their minds and show our enthusiasm for the role.
We think you need these skills to ace Customer Success Manager (EMEA) in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Success Manager role. Highlight your experience in managing enterprise customers and any relevant skills in cybersecurity or B2B software. We want to see how you can bring value to our team!
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use metrics and data to demonstrate how you've driven customer satisfaction and retention in previous roles. This will help us see the impact you've made.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for customer success and how your values align with Swimlane's culture. We love seeing genuine enthusiasm and a good fit for our team.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Swimlane, Inc.
✨Know Your Product Inside Out
As a Customer Success Manager, you'll need to demonstrate a solid understanding of Swimlane's low-code platform and how it empowers organisations. Familiarise yourself with the features, benefits, and use cases of the product so you can confidently discuss how it drives value for customers.
✨Showcase Your Analytical Skills
Since the role involves using product usage data and health scores, be prepared to discuss your experience with analytics tools. Bring examples of how you've used data to drive customer success in previous roles, and be ready to explain how you would apply these skills at Swimlane.
✨Build Rapport with the Interviewers
Swimlane values collaboration and innovation, so make sure to connect with your interviewers on a personal level. Share your passion for customer success and how you can contribute to their culture of trust and continuous improvement. A friendly, engaging attitude can go a long way!
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle customer challenges. Think of specific scenarios from your past experiences where you successfully managed customer relationships or mitigated churn risk, and be ready to share those stories during the interview.
