Customer Success Manager

About the Role

In the Customer Success Manager role, you will be managing a variety of named accounts across our global customer base. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. As a Customer Success Manager for Key Accounts, you will manage a portfolio of 10-15 existing [Employer hidden] customers to maximize their utility from [Employer hidden] deployments and grow their Annual Recurring Revenue (ARR). You will report to the Manager for Customer Success, and collaborate with Sales, Technical Resources, and Cyber Threat Analysts.

Who you are

• You should have a passion to learn about cybersecurity and AI, while always wanting to deliver the best service to our customers
• Typically requires a minimum of 5 years of experience in a role that encompasses Customer Success, Project Management, Business Development, Technical Account Management, Client Service, or Consulting
• Strong communication and presentation skills, with the ability to effectively communicate with senior business professionals across every industry vertical
• Familiarity with enterprise networking technology (preferred, not required) and a foundational understanding of cybersecurity concepts
• Strong time management skills, self-motivation, and the ability to work effectively as part of a team
• Fluency in French is preferred but not essential

What the job involves

• Conduct business reviews with client executive leadership and health checks on the deployment to drive satisfaction and desired business outcomes
• Present, discuss, and demonstrate [Employer hidden] cyber threat defense solutions to CISOs and information security experts as required
• Identify, nurture, and negotiate upsell and cross-sell opportunities by aligning our suite of products to our customers’ evolving use cases and needs
• Ensure customers are set up for success and facilitate the renewal at the end of the subscription term
• Analyze customer engagement levels to assess risk and execute action plans to progress account health
• Manage customer escalations to resolution, leveraging cross-functional teams within the business
• Build strategic partnerships with Renewal Directors, Sales, Cyber Technology Specialists, and other internal teams to drive alignment and develop tailored solutions for complex accounts

Salary Benchmarks

Customer Success & Account Management

Expert

Senior

£40k - £120k

Company Benefits

• 23 days paid holiday plus UK bank holidays, increasing to 25 days after two years’ service
• Additional birthday day off
• Salary Sacrifice pension scheme with 4% employer contribution and minimum 5% employee contribution
• Optional BUPA private medical insurance for you and your immediate family
• Life assurance with a benefit of 4x your annual basic salary
• Employee Assistance Programme offering both on-line and telephone support and resources to you and your family
• Cycle to work scheme
• Active social and charity initiatives including our matched charitable giving scheme and employee recognition scheme

About [Employer hidden]

With the rise of sophisticated cyberattacks, the need for cutting-edge defence mechanisms has never been more critical. [Employer hidden] addresses this challenge by leveraging AI-enabled threat detection technology, enabling organisations to swiftly identify and respond to abnormal network activity. By utilising machine learning algorithms, [Employer hidden] allows businesses to combat a wide range of cyber threats, from data breaches to insider attacks. This safeguards their digital assets and helps them maintaining operational resilience. The company's recent acquisition by private equity giant Thoma Bravo marks a significant milestone in its journey. The acquisition provides [Employer hidden] with access to a strong financial partner and deep software sector expertise, positioning it to further enhance its capabilities as a leading AI cybersecurity business.

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