Senior Customer Success Manager in Guildford

The Senior Customer Success Manager delivers an exceptional customer experience by defining each customer’s business solution and integration design, providing technical oversight throughout onboarding and production, and ensuring customers achieve their success criteria while maximising the value of their investment in Sycurio services. They act as the customer’s trusted solution and technology advisor, offering expert guidance on best practices across technology and processes to drive value realisation and operational success. The Senior Customer Success Manager partners closely with Sales Account Managers and Sales Executives on strategic accounts to strengthen stability and satisfaction, while identifying optimisation, expansion, and upsell opportunities. This role is a key contributor within the Customer Success team — ensuring seamless adoption of Sycurio technology and continuous alignment that maximises customer outcomes and long‑term value.

Key qualifications, skills, experience:

• Significant experience as a Customer Success Manager in an enterprise B2B SaaS business
• Technical background gained from hands‑on experience of implementing API‑first SaaS solutions with customers or similar
• Experience as a customer‑facing product specialist, integrating customers into a B2B SaaS service
• Demonstrable experience and know‑how regarding mission‑critical enterprise SaaS application stacks and API integrations, and programming ability
• Stakeholder and cross‑team management skills, gained either from line management or managing delivery through virtual cross‑functional teams
• Effective cross‑functional communication skills, particularly with engineering, product management and project management teams
• Effective complex solution demonstration skills
• Track record of outcome‑focused decision‑making
• Track record of frequent personal interactions with customers and senior stakeholders
• Tech‑savvy in evolving technologies, programming languages and tools
• Confident public speaker and large group facilitator
• Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum
• Advanced degree in a relevant Engineering subject or Computer Science, with an enterprise software pedigree

Responsibilities:

• Support the sales cycle by engaging with customers in the later stages of a deal, working closely with the delivery team to validate requirements, ensure alignment to Sycurio’s standard offering, and inform pricing where variances are identified
• Continuously assess the technical optimisation of customer implementations, recommending enhancements and additional capabilities that maximise value realisation, drive adoption, and ensure success criteria are achieved
• Demonstrate a deep understanding of each customer’s critical business drivers, providing best‑practice guidance that enables them to meet their objectives and strengthen confidence in Sycurio’s solutions
• Partner with Account Managers to deliver relevant technical content during QBRs and other executive business reviews, clearly articulating value and future opportunities
• Engage effectively across customer organisations — from operational contacts to senior leadership — with particular focus on building strong relationships with technical stakeholders
• Proactively identify and address customer challenges, collaborating with internal teams and customer contacts to drive lasting, positive outcomes
• Coordinate cross‑functional resources at key points throughout the customer lifecycle to ensure a seamless experience and measurable customer value

Benefits & Culture:

We are a market leader in secure voice transactions and trusted by our customers and partners. We are on a journey to secure all personal data. We recruit diverse, ambitious, innovative people who want to grow in a supportive and collaborative environment. We are passionate, work hard, have fun and celebrate success.

What we’ll give you:

• 25 Days Holiday
• Competitive Salary
• Up to 10% Bonus
• 4 × Salary Life Insurance
• Vitality Health Insurance
• HealthShield Cash Back Plan
• Employee Assistance Programme
• Bespoke Discounts and Communications Hub
• Up to 5% Contributory Pension

Sycurio is well funded and growing fast, you’ll be joining an organisation that combines an entrepreneurial ‘start‑up’ culture with the professionalism of a mature and established business. This is a fabulous opportunity to gain experience on a variety of commercial matters of an international business.

*All final interview candidates will be subject to a DBS check as a pre-condition of a potential offer of employment. Any information found will be considered when making the final hiring decision. Please be aware that the background check process will not go ahead without your written consent.