Customer Success Manager
Overview
We are seeking a Customer Success Manager with a strong cybersecurity background to join a disruptive, Series A startup operating at the intersection of fraud prevention, cybersecurity, and AI. This individual will play a critical role in supporting and growing relationships with enterprise customers across the UK and EMEA.
The ideal candidate brings both technical depth and strong customer engagement skills, with the ability to work cross-functionally with business stakeholders and technical teams alike. This includes partnering closely with CISOs, IT leaders, and cybersecurity practitioners to ensure customers achieve meaningful outcomes and maximize the value of the platform.
Key Responsibilities
- Build and manage strategic relationships with enterprise customers, acting as the primary post-sale point of contact
- Drive customer onboarding, adoption, and long-term success across cybersecurity solutions
- Partner with customers to define success plans, KPIs, and measurable outcomes
- Conduct regular business reviews and provide strategic guidance on security posture and best practices
- Translate complex technical concepts into business value for executive stakeholders
- Collaborate closely with Sales, Pre-Sales, Product, and Support teams to ensure a seamless customer experience
- Identify and drive expansion opportunities, including upsell and cross-sell initiatives
- Proactively manage risk, identify churn signals, and execute retention strategies
- Stay current on cybersecurity trends, threats, and technologies to provide informed guidance
Required Qualifications
- Experience in Customer Success within a cybersecurity OEM SaaS provider
- Strong cybersecurity domain knowledge, with exposure to areas such as application security, cloud security, endpoint security, or threat detection
- Technical background with the ability to engage credibly with security engineers, architects, and IT leadership
- Ability to build relationships with both executive stakeholders and hands-on practitioners, including CISOs and security teams
- Proven ability to drive customer adoption, retention, and growth across enterprise accounts
- Experience managing complex customer environments and multiple stakeholders
- Excellent communication and presentation skills
What Success Looks Like
- High customer retention and satisfaction across assigned accounts
- Strong product adoption and measurable customer outcomes
- Identification and execution of revenue expansion opportunities
- Trusted advisor status with both technical and executive stakeholders