Customer Success Manager

Accountabilities

• Own the end-to-end post-sale customer journey, including onboarding, adoption, retention, and expansion for enterprise clients.


• Drive customer health, satisfaction, and net/gross revenue retention by proactively identifying risks and opportunities.


• Leverage product usage data, health scores, and predictive analytics to monitor engagement and prevent churn.


• Build and maintain strong relationships with executive sponsors, security leaders, and key operational stakeholders.


• Lead strategic business reviews with customers using data-driven insights and value-based storytelling.


• Partner closely with Sales to support renewals, upsells, and long-term account growth strategies.


• Manage seamless handoffs from Sales to Customer Success and support successful onboarding and product adoption.


• Coordinate with Product and Support teams to resolve issues, escalate critical cases, and improve customer experience.


• Maintain accurate account data, success plans, and engagement tracking within CRM and Customer Success platforms.


• Continuously improve customer success processes through automation, AI-enabled workflows, and operational best practices.

Requirements

• 5+ years of experience in B2B SaaS roles, including at least 3+ years in Customer Success managing enterprise accounts.


• Experience working with complex, technical platforms; cybersecurity or security operations experience is highly preferred.


• Strong proficiency with CRM systems such as Salesforce and Customer Success platforms like Gainsight, Totango, or Planhat.


• Experience using customer analytics, product usage data, dashboards, and health scoring models.


• Proven ability to manage senior stakeholder relationships and engage with executive-level decision-makers.


• Strong communication, presentation, and relationship management skills.


• Analytical mindset with the ability to translate data into actionable customer strategies.


• Ability to thrive in fast-paced, high-growth SaaS environments with shifting priorities.


• Experience leveraging AI tools, automation, or predictive analytics in Customer Success is a strong plus.


• Comfortable working cross-functionally across Sales, Product, Support, and Operations teams.


• Must be based in the UK or a European country and eligible to work there.

Benefits

• Competitive compensation package with stock options.


• Fully remote role within the UK and broader European region.


• Comprehensive training and professional development opportunities.


• Access to MacBook Pro and required equipment.


• Strong, collaborative company culture focused on innovation and teamwork.


• Opportunities to work with cutting-edge AI-driven security technology.


• Volunteer and community engagement opportunities.


• Fast-paced environment with significant ownership and impact.


• Inclusive, global team spanning multiple countries and cultures.

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