Customer Success Manager in London

XM Cyber is a leading hybrid cloud security company that is changing the way organizations approach cyber risk. XM Cyber transforms exposure management by demonstrating how attackers leverage and combine misconfigurations, vulnerabilities, identity exposures, and more, across cloud and on-prem environments to compromise critical assets. With XM Cyber, you can see all the ways attackers might go, and all the best ways to stop them, pinpointing where to remediate exposures with a fraction of the effort.

As a Customer Success Manager at XM Cyber, you are the trusted advisor and the driving force behind our customers' security resilience. You will lead the charge in transforming how global organizations manage exposure, ensuring that the XM Cyber platform is not just 'deployed,' but deeply operationalized to deliver measurable business value. In this high-impact role, you will orchestrate the entire customer lifecycle, acting as a bridge between our customers' executive leadership and XM Cyber's internal strategic functions (Product, R&D, and Sales). You are responsible for driving retention through strategic alignment, and proving value in the complex landscape of hybrid cloud security. This is a remote position within our Customer Experience organization, requiring a self-starter who can collaborate seamlessly with local sales teams and global HQ stakeholders to champion the voice of the customer.

Role & Responsibilities

• Customer Management & Strategic Value: Ensure Customers gain the most and unique value out of XM Cyber solutions. Understand the client's organizational structure, business drivers, and desired operational outcomes from deploying XM Cyber. Assist customers in developing strategic success plans with critical goals and key performance indicators. Measure customer progress and report achievements internally and externally. Cultivate strong, trusted relationships with key stakeholders at customer organizations, including senior-level executives. Ensure customers optimize their return on investment by enhancing remediation efficiency, reducing exposure to attacks, and delivering accurate risk reporting. Clearly articulate XM Cyber's value proposition and differentiators against perceived competitors. Translate complex technical scenarios and product capabilities into clear, simple business value that resonates with customer needs. Develop and spearhead Executive Business Review (EBR) presentations and conduct compelling product demonstrations that prove and illustrate value.
• Technology & Product Expertise: Serve as the designated technical expert for implementing and delivering XM Cyber's product portfolio, together with XM Cyber's Onboarding team. Serve as a trusted advisor, guiding customers through best practices for securing their environment and leading technical deep-dive sessions on exposure reduction and remediation. Maintain a deep, continuous knowledge of the XM Cyber product, its roadmap, and the competitive landscape.
• Commercial & Internal Collaboration: Lead renewal processes and ensure high retention rates. Lead discussions to identify growth opportunities (upsells and cross-sells), and maintain close collaboration with the sales team and Sales Engineering to facilitate opportunities. Act as the customer's internal champion, effectively own and drive the internal resolution process for all customer issues, serving as the central point of contact between the customer and internal teams (Product Management, R&D, Support, etc.). Ensure timely resolution through effective coordination to resolve customer challenges and illustrate value with correct information and examples.

Requirements

• 7-10 years of hands-on Customer Success experience in SaaS companies, ideally within cybersecurity.
• Technical background with a proven ability to simplify and communicate complex technical information to diverse audiences, from engineers to executives.
• Self-sufficient, proactive, and adept at independent learning.
• Strong problem-solving skills and ability to make independent decisions.
• Track record of building and sustaining relationships, driving customer success, articulating strategic value, and surpassing performance targets.
• Excellent communication, presentation, and interpersonal skills for engaging stakeholders at all organizational levels.
• Proven ability to communicate and negotiate effectively with C-level executives, key decision-makers, and Procurement/contracts teams.
• Commercially oriented and capable of multitasking in a fast-paced environment.
• Spanish/French - an advantage.

Skills That Are Of Advantage

• At least 3 years of experience in two or more of the following areas:

• Pre-Sales Engineering for a technical product
• Cloud Architecture or Engineering
• Security Architecture or Engineering
• IT Infrastructure or Support
• Post-Sales Implementation or Professional Services

• Microsoft Security best practices
• Information and Data Security concepts
• Network Architecture concepts
• Cloud Security (AWS/Azure/GCP)