Customer Success Manager

Customer Success ManagerSalary: £55,000 - £70,000kLocation: Remote

UK Applicants only - Applicants must have lived in the UK for the last 5 years

I'm supporting a growing cybersecurity business, specialising in managed detection and response, that is looking to hire a Customer Success Manager to own and develop its customer relationships.

The role

You will act as the primary point of contact and trusted advisor for your customers, building transparent, genuine partnerships and making sure they get real value from the service. This is a client-facing role within the Service team, so you will also help shape the continual improvement of the customer success function, enhancing the customer journey and developing processes that ensure consistent service delivery.

Day to day, you will:

• Take ownership of onboarding, service availability, and day-to-day delivery across your customer accounts
• Monitor how the service is performing operationally and drive ongoing improvements
• Build engagement plans that keep customers talking about their needs and strategic direction, surfacing anything that is holding back adoption
• Keep a close eye on the health of each relationship, anticipating what customers will need next, and staying on top of industry trends
• Spot at-risk accounts early and report on anything that could pose a wider risk to the business
• Work alongside Account Managers on renewals, as well as any cross-sell and upsell opportunities you identify
• Make sure new customers and their wider teams are set up properly from day one
• Translate new features and functionality into what they actually mean for each customer's goals and use cases

The ideal candidate will have

• An excellent understanding of service methodologies and approaches, ideally with previous IT operational management experience
• Excellent verbal and written communication skills, with the ability to deliver customer presentations
• Experience proactively building new relationships across a customer's organisation, from administrative contacts through to CEO level
• A data-driven, highly organised and detail-oriented approach
• Accountability, a strong work ethic and a sense of urgency and ownership, working effectively both independently and as part of a team
• A genuine care for quality, continual improvement and delivering customer value

Package

£55,000 - £70,000k plus benefits

This would suit someone who thrives on being the bridge between a technical service and its customers, translating detail for technical and non-technical stakeholders alike, and who enjoys turning good customer relationships into genuine partnerships.

Please message me directly if you would like to discuss the role.