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Customer Success Manager
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A fast growing cybersecurity software company is looking for a Customer Success Manager to join its expanding team.
The business has built a platform that helps companies achieve and maintain compliance with recognised standards more quickly and efficiently.
This will be the company’s first dedicated Customer Success hire and is an excellent opportunity to take ownership of onboarding, retention and customer growth.
Responsibilities
- Own the onboarding process for new customers.
- Help customers achieve value from the platform as quickly as possible.
- Manage a portfolio of accounts and act as the main point of contact.
- Drive product adoption, renewals and account expansion.
- Identify churn risks and take action to improve retention.
- Support customers with questions around compliance, controls and audits.
- Share customer feedback with the product and leadership teams.
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Ideal Background
- Previous experience in Customer Success, Account Management or a similar client-facing role.
- SaaS experience is strongly preferred.
- Confident managing onboarding, renewals and ongoing customer relationships.
- Comfortable learning and explaining a technical product.
- Organised, proactive and highly customer-focused.
- Strong communication and stakeholder management skills.
- Cybersecurity or compliance experience is beneficial but not essential.
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Package
- £30k-£40k base salary, depending on experience.
- Share options.
- Opportunity to become the first dedicated Customer Success hire.
- Clear scope to shape the customer journey and future function.
- Direct access to the founding and product teams.
- Strong progression opportunities as the company scales.
- Based in Sunderland, with flexible working available after probation.
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