Customer Success Manager

Shield is a global startup, with offices in TLV, NYC, LDN, and LIS.

We're rapidly growing and looking for another important piece of the puzzle.

Is it you?

As a Customer Success Manager, you will act as a strategic advisor to Shield's customers, guiding them to achieve measurable business outcomes and maximize the value of the Shield platform. You will help customers translate compliance goals into real results - driving risk reduction, operational efficiency, and regulatory confidence.

Your role includes sharing relevant product updates and best practices, capturing customer insights to inform Product and R&D, and ensuring every interaction strengthens trust and impact.

This position is based in London and reports to the Director Delivery of Customer Success.

Let's get down to business:

What you'll do:

In this key role, you will be the strategic owner of customer health and a trusted advisor to Shield's enterprise customers, ensuring they realize measurable value and long-term success with the platform.

• Champion the Customer Voice – Represent customer needs across Product, R&D, and Operations to maximize value and influence roadmap priorities.
• Own Customer Health – Monitor and communicate health metrics, proactively addressing risks to satisfaction, adoption, and renewal.
• Drive Renewals & Expansions – Lead the end-to-end process for straightforward renewals and identify expansion opportunities, partnering with Sales on complex deals to secure growth.
• Support & Escalation Visibility – Track and clearly reflect the status of critical support issues and escalations, ensuring customers and internal teams remain aligned on progress and resolution.
• Executive Engagement – Build trusted advisor relationships with decision makers, champions, and economic buyers, guiding them on best practices to manage risk and achieve compliance goals.
• Value Delivery – Lead Quarterly Business Reviews and customer training sessions focused on outcomes, renewal readiness, and expansion opportunities.
• Strategic Planning – Collaborate with internal teams and customer stakeholders to create a Mutual Success Plan with clear objectives, success metrics, and next steps.
• Product Expertise – Maintain a strong understanding of Shield's product and roadmap to guide customers on leveraging the most relevant features for their evolving requirements.

Experience and skills:

• 5+ years of customer advocacy and engagement experience in an Enterprise SaaS customer success team working with Fortune 100 companies and their executives
• Owning a book of business of 4-6 Strategic customer accounts
• Increase customer satisfaction, adoption, and retention applying to a technical product
• A fast learner who is naturally curious and thrives in a fast paced and dynamic work environment
• Experience with the finance industry / Managed customers from the finance industry – Advantage