Customer Success Manager - London, UK

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Requirements:

• Minimum 3 years experience in a CSM-related role.
• Security knowledge is a must!
• Cloud platform experience (AWS, GCP, Azure) highly preferred.
• Proficiency in using the Salesforce platform.
• Experience leveraging customer success tools like ChurnZero, Gainsight, and Totango.
• Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers.
• Self-driven and process-oriented philosophies.
• Passionate about customers, see their needs, and have the ability to create solutions.
• Ability to multi-task and work in a dynamic environment with constant change to address emerging security risks and challenges.

Responsibilities:

• Responsible for customer's onboarding experience, adoption, and expansion across a range of relationships.
• Partner with customer stakeholders, channel partners, and sponsors to drive product adoption.
• Be a customer advocate in influencing product roadmap and improvements.
• Identify and escalate issues relevant to the customer and support team to achieve client success.
• Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments.
• Address and associate business benefits to align with emerging and evolving needs.
• Identify renewal needs with our clients on an ongoing basis and collaborate with internal teams to give the customer the best service.
• Monitor key performance metrics like customer satisfaction, renewal rate, upsell/cross-sell lead identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement.