- Be responsible for the entire customer success cycle.
- Understand what is important for your customers and deliver accordingly.
- Responsible for all commercial activities including renewals, upsells, and cross-sells.
- Ensure value is received as a return on investment (ROI) and highlight significant successes that are important to your customers.
- Serve as the main point of contact and liaison between clients and the rest of our team, including support, sales, and product teams.
- Collaborate effectively with development teams to provide timely product feedback and serve as the customer advocate to resolve any issues.
- Drive product adoption and ongoing usage of our platform to secure and increase revenue.
- Implement process improvements and create scalable programs (e.g. customer health, onboarding, new feature adoption, quarterly business reviews) to drive customer success objectives.
- Keep customer information updated in our systems to provide visibility on the commercial potential of each account and ensure business continuity.
- Develop Success Plans for your customers to detect expansion opportunities.
- You should have 2+ years of demonstrated B2B SaaS software customer success or consulting experience.
- English language skills, both verbal and written, are a must. Dutch or German are a plus.
- Proven technology skills, outstanding interpersonal abilities, and strong written and verbal communication skills.
- You have a passion for delivering an awesome customer experience and a strong ability to balance customer needs and business priorities.
- You have previously worked with sales, partners, and/or customers in one or more roles in sales engineering, project management, and customer success.
- You are organized, an entrepreneur, a great listener, an effective communicator, and possess the technical and domain skills to be consultative and credible in your approach.
- You are a proficient yet effective communicator over the phone, in person, and when delivering presentations.
- Experience using Planhat or a similar system.
- Experience in cybersecurity.
- Cybersecurity is a great place to be: The security industry is fast-paced and continues to grow even during times of economic uncertainty.
- We provide a clear career path and learning budget to help set you up for success.
- Join a company that's making a real impact: In addition to our sustainability goals, we empower ethical hackers from all backgrounds to earn a living.
- Be yourself: Our international team celebrates individuality and places a strong focus on diversity and inclusion.
- We are the proud winners of the Deloitte Rising Star award in 2020 and the Deloitte Fast 50 award in 2021.
- We're backed by top investors who are enabling us to grow internationally.
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Description
Customer Success Manager Mission
As a Customer Success Manager, you are responsible for ensuring the success and satisfaction of our customers by building and maintaining strong relationships, providing support, training, and guidance to help them achieve their goals and maximize their use of our products and services.
The ideal Customer Success Manager knows our company's products inside and out to help our customers plan and understand the best ways to utilize our products based on the customer's business needs or plans.
Key Responsibilities
Requirements
Nice to Haves
What We Offer
Competitive salary
26 days of annual leave and Bank Holidays
Top-notch Private Healthcare and Health Cash Plan
Hybrid working model
Initial home office budget
2-month work abroad policy
Great training and yearly learning budget
Employer pension scheme
Enhanced maternity pay
Social activities and team outings
Referral bonus
Employee Assistance Program
Great hardware and access to the best tools to be successful in your role
Mobile subscription contribution
Our Team
Why Join Us?
-
Customer Success Manager
Fitch Group, Inc.- London
-
Customer Success Manager
Fitch Group- London
-
Customer Success Manager
Shift F5 Limited- England
-
Customer Success Manager
Ernest Gordon Recruitment Limited- London
-
Customer Success Manager
Corcentric- London
-
Customer Success Manager
Claroty- London
-
Customer Success Manager
Coatue- London
-
Customer Success Manager
Perforce- London
-
Client Success Manager
Rainbird Technologies- London
-
Customer Success Manager
RAMP Global- London
-
Customer Success Manager
Wunderkind- London
-
Customer Success Manager
totum- London
-
Customer Success Manager
Global Technology Solutions- England
-
Customer Success Manager
Fitch Group- London
-
Client Success Manager
Amaze- London
-
Customer Success Manager
Grey Matter Recruitment- London
-
Client Success Manager
Seedtag- London
-
Partnership Success Manager
Mixpanel, Inc.- London
-
Customer Success Manager
Appficiency Inc.- London
-
Customer Success Manager
JAM IT Consultancy Ltd- England
-
Adviser Success Manager
Woods Foster- London