Customer Success Manager
New
Must be based in the UK or a European countryFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- CybersecuritySalesforceRelationship managementData analyticsCustomer Success
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.
Responsibilities
- 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.
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