Customer Success Manager - International

ThreatModeler is the industry leader in automated threat modeling and secure software design, working with clients that include four of the top 10 Globally Systemically Important Banks (G-SIBs). Every sector of the global economy is being transformed by software, yet vulnerabilities are too often exposed by increasingly sophisticated cyber-attacks. By identifying security flaws in software architecture at the design phase, threat modeling makes it possible to fix issues before code is written. ThreatModeler platform automates the threat modeling process, enabling developers to design and build secure software at scale.

Purpose of the Role

ThreatModeler is a fast-growing cybersecurity startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. As a Senior Customer Success Manager (Sr. CSM), you will play a pivotal role in ensuring the success and growth of our top-tier, enterprise customers. This role requires a high degree of independence, strategic leadership, and the ability to manage complex, high-stakes enterprise relationships. You will be responsible for leading strategic initiatives to improve customer satisfaction, drive product adoption, and ensure customer retention. As a key member of our team, you will build strong relationships with customers and collaborate with cross-functional teams internally to deliver consistently excellent customer experiences for enterprise customers. Our ideal candidate acts as a strategic consultant and trusted advisor, using analytical skills to identify problems, find solutions, and improve relationships and processes. Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively with executive-level stakeholders.

Duties & Responsibilities

• Customer Relationship Management: Act as the primary point of contact for key enterprise clients, building long-term relationships, understanding their goals, ensuring their satisfaction with our products/services and managing overall coordination of the account team.
• Strategic Planning: Develop and execute customer-aligned and mutually agreed strategies, working closely with internal teams (Sales, Product, Onboarding, Solution Architects, Professional Services, Support) to meet client needs and foster growth.
• Retention and Growth: Identify and drive opportunities for account expansion, renewals, and upselling, ensuring a high level of customer retention and growth.
• Customer Advocacy & Ownership: Serve as the voice of the customer within the company, influencing product roadmaps, improvements to customer experience, and service offerings based on customer feedback and industry trends. Own your customers internally, through reporting, documenting, and communication.
• Data-Driven Insights: Analyse customer success metrics (NPS, utilisation, health, churn, renewal rates) to create and execute action plans to address issues, improve overall customer health, and drive growth.
• Escalation Management: Handle complex client issues or escalations, ensuring timely escalation and with the right people involved.
• Process Improvement: Continually improve internal processes for managing enterprise customers and customer success, driving a white glove enterprise experience.
• Task Management: Oversee the timely and successful completion of tasks assigned by leadership, ensuring alignment with long-term strategic objectives and supporting data-driven decision-making for both client success and organizational growth.
• Team Player: Focus on shared learnings and collaborating cross-functionally to ensure the organisation has clarity on desired outcomes for customers.
• Go-Getter: Proactively take ownership of your responsibilities, demonstrating a strong sense of initiative and accountability. Your ability to make informed, independent decisions without the need for constant oversight from leadership will be essential to your success.