Customer Success Manager

2 weeks ago

Manchester, United Kingdom ESP Full time

Customer Success Manager Role:


Are you passionate about customer success and Cybersecurity?


Key Responsibilities:

  • Create and maintain knowledge base articles and user guides to assist customers effectively.
  • Lead incident and crisis response initiatives by collaborating with account teams, technical support, operations, and engineering, ensuring prompt resolution and transparent communication with customers.
  • Establish, manage, and oversee customer support channels, including email, chat, phone, text, social media, and on-site visits (when applicable), to discuss system performance, major concerns, upcoming updates, and other critical information.
  • Partner with Marketing and Sales teams to assess customer satisfaction and gather feedback to drive business improvements.
  • Build and maintain strong relationships with key customer stakeholders and decision-makers.
  • Identify opportunities for upselling, cross-selling, and ensuring account renewals within existing accounts.
  • Serve as the voice of the customer within the organization, coordinating with departments such as Product, Engineering, and Support to align field needs with the product roadmap and priorities.

Qualifications

  • Solid understanding of Internet protocols (e.g., HTTP, SMTP, DNS, LDAP) and experience with Linux, Office 365, and G-Suite.
  • Hands-on experience with email security solutions is highly desirable.
  • Excellent technical presentation and communication skills, both written and verbal.
  • Proven track record in customer support and engagement.
  • Strong technical knowledge in messaging and Internet security principles.
  • Ability to work autonomously in a fast-paced environment.
  • Energetic, diligent, and adaptable team player with a proactive and organized approach.


Preferred Qualifications

  • CISSP or equivalent cybersecurity certification.
  • Fluency in multiple languages.
  • Degree in Computer Science, Electrical Engineering, or a related field.
  • Collaborative team player with a passion for continuous learning and professional growth.

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