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Lead Customer Success Manager

4 months ago

Manchester, United Kingdom Usurpo Full time

My client is a seed vendor that has just received funding and they're looking to add a CSM function their UK team. It's an exciting opportunity to join a fast growing security vendor. This is the first CSM hire to be based in the UK and help build out the global operations.


Lead Customer Success Manager


Job Description


  • Create and implement Customer Success process and practice, from scratch. Design efficient internal process to collaborate with wider teams as well as customer facing processes.
  • Engage with customers, and partners during Proof of Concept/Proof of value stage to ensure business objectives are being met.
  • Thought Leadership: As the first dedicated CSM hire, demonstrate and inspire thought leadership which drives cross functional collaboration, improvements to Customer Success practices and accelerated customer value realization.
  • Customer Relationship Management: Develop and nurture strong, long-lasting relationships with key customer stakeholders; understanding their business needs and objectives.
  • Responsible for the health of the assigned accounts and ensure customers continue to stay and grow, and realize the full value of their investment in the technology.
  • Develop meaningful relationships with key stakeholders within the customer as well as wider internal teams (Sales, Customer Success, R&D and Support Engineering)
  • Own and orchestrate post sales motion, including conducting QBRs, product adoption maturity assessments.
  • Mitigate Churn: Monitor product usage and adoption and identify potential areas of concern and develop mitigation plans, ensuring a high renewal rate.
  • Upsell: Identify opportunities for additional licenses, features and services within existing accounts and actively lead these efforts to successful closure
  • Customer Advocacy: Identify and recruit satisfied customers to become advocates, participate in case studies and user communities.
  • Product Expertise: Demonstrate an in-depth understanding of the platform, enabling you to provide expert guidance and insights on how to maximize the value of the product offerings

Experience required

  • Domain knowledge within cybersecurity with experience working in a role supporting customers with queries and ability to triage and escalate to wider teams.
  • Proven experience in customer success within the SaaS industry, ideally working within a cybersecurity vendor in a start-up type environment, building processes and leading a team/CS function.
  • Demonstrated experience developing customer success plans and enabling customer defined value to be realized.
  • Understanding of penetration testing, vulnerability management, attack surface management and/or related technology areas is highly beneficial.
  • Ability to manage a portfolio of accounts of various sizes in a fast-paced, dynamic environment.
  • Channel friendly – experience working and collaborating with partners on customer opportunities.
  • Able to operate effectively both independently and within a team.
  • Takes initiative, intellectually curious, and has a strong desire to learn.
  • Excellent communication, negotiation, and presentation skills
  • Strong analytical and problem-solving abilities
  • Results-driven with a track record of meeting and exceeding customer success targets

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Please only apply if you have worked at a cyber security vendor and supported building a team.

Thankyou