Customer Success Growth Manager

2 weeks ago

London, Greater London, United Kingdom Cakewalk Full time
About Us

Cakewalk is a pioneering design-first Identity & Access Management software for mid-sized businesses. Our vision is to make IT security and compliance easy and accessible for everyone.

We are currently hiring a Founding Customer Success Growth Manager (m/f/d) to join our ambitious team and build our post-sales function from the ground up. We are looking for people who combine outsized ambition, strong grit, and self-reflection.

Cakewalk is backed by leading investors, including Seedcamp, Fly, and super angels from across Europe.

The Role: Career Acceleration Opportunity

This role is unlike most other Customer Success roles. You will be the third hire on the GTM team, after the CRO and SDR, and you will have immense impact across Cakewalk and our customers.

You will work with mid-sized companies to drive exponential outcomes and experience for them and help build the playbook with a leadership team that has decades of experience at companies like Klarna and Pleo.

Please note that this position will require 3 days a week in our central London office. While we appreciate the flexibility that remote work brings, we believe in-person work will accelerate learnings and enable us to crystallise our culture and build an iconic company faster.

Your Responsibilities:

  • Develop strong relationships with our customers to ensure their satisfaction, retention, and ultimately expansion.
  • Own renewals and expansion through proactive engagement and a consultative sales processes.
  • Design and implement our post-sales process and customer engagement programs to support customers and track success (including onboarding, QBRs, change management, etc)
  • Be the "voice of the customer" and working closely with product, engineering, and sales, and giving feedback from the front line to help steer our product roadmap and overall company strategy.

What You Need to Succeed

You'll be excited to scale an early-stage business and have a massively accelerated career trajectory.

  • You have 2+ years of experience succeeding in a B2B post-sales role and have consistently been in the top 5%. 2+ years of experience is the minimum and we will welcome applications from experienced CSM professionals.
  • You want to grow faster or earn more than would be possible in any 'normal' career and you're happy to roll up your sleeves and do whatever is required.
  • You have a growth mindset - you make self-reflection a priority, you know what you don't know, crave feedback and look to improve processes based on learnings, best practices, and data.
  • You are a naturally curious self-starter - you are comfortable challenging your own ideas and those of others, asking why before how. You seek answers to complex and ambiguous questions.
  • You are a highly persuasive communicator in writing and over the phone. You can articulate complex ideas in a simplified way and provide clear and easy-to-understand guidance to our clients.
  • Technical experience with IdPs, SAML/SCIM and cybersecurity is a plus.

What's in It for You

Career acceleration: You won't be in the front row, you will be in the driver seat at a young, but growing venture-backed startup and will have access to the Leadership team and our network, including our investors. Cakewalk succeeds when you do.

Shared ownership: Being a part of our journey rather early on means you'll own a meaningful amount of Cakewalk. You are part of the foundation of our company - your contribution makes a difference and matters.

Development: Training, coaching, and an environment that promotes career ambition and progression with direction exposure to our leadership team.

Our Principles

  • Simplicity first
  • Everyone sells Cakewalk
  • Think, Do, Say it as it is

What You Can Expect

An environment where strong reasoning and execution matter, not titles

A forward-thinking team that challenges the status quo in security and is obsessed with product AND sales

People who are brilliant in their fields, combined with strong grit and self-reflection - because this is what we are looking for

Teammates who support each other so everyone can contribute their best

Founders who have a genuine interest in their people, love to build long-term relationships and aim to support all Cakewalkers to grow as professionals and individuals

Interview Advice

Let's be honest - interviewing is not easy. However, we want you to come prepared and succeed. When we interview, we're trying to determine a couple of things:

  • Will you drive impact to the GTM team, our customers, and Cakewalk?
  • Will you love working here?
  • Will you grow professionally and personally during your time here?

We're looking for people who are curious and passionate about technology, so make sure you invest some time in learning and thinking about Cakewalk and the Identity & Access Management industry. Explore our website, the industry we operate in, what we offer, and how we set ourselves apart.

During your interview, you'll be sharing stories about your current and past roles and experiences. The best way to frame this is with the CARR model: Context, Action, Results, Reflection. This allows you to succinctly share the experiences you've gained.

Remember, humility drives learning and we love working with people who are always trying to better themselves. Throughout our interview process, you will receive feedback, and usually directly in the interview. As you move through the interview process, make sure you listen to the feedback you receive and figure out how to incorporate the advice in the next step of the interview.

Salary Estimate

£60,000 - £80,000 per annum + equity and benefits package

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