Senior Customer Success Manager

Senior Customer Success Manager

The Organisation

I am exclusively partnering with a niche cyber security training platform that are looking to bring in a 1st on the ground senior CSM to kick off what will be a great Customer Success function.

Since being founded in 2018 by 2 Cyber enthusiasts the organisation has grown from strength to strength and now currently has 834 thousand users currently active.

The way this product came about is that the founders, found learning and development within the cyber space, quite fragmented and inaccessible. Came up with an online platform that teaches cyber through short gamified real world labs.

The Role

They are looking for a proactive senior CSM to come in and be the 1st on the ground within the CS team. As well as taking on the standard CS responsibilities, you will also be heavily involved in outlining the process that the team will use moving forward. You will work closely with the founders to assist them in how the team will be sculpted and the best methods in which to deal with their customers.

This is a great opportunity for a CSM that wants to be offered fast progression, great responsibility and flexibility. As the team grows it offers the successful appointment the opportunity to push themselves into management and grow with the business.

Responsibilities

Manage a portfolio of enterprise customers and execute on key objectives across the entire portfolio
Define and execute your strategy for maturing and expanding customer accounts by establishing and managing relationships with senior executives at some of the world’s largest enterprises
On-board new customers and help them get the most value out of the organisation.
Perform product demonstrations and training for new and existing customers
Collaborate with internal teams within the organisation to action customer feedback to improve all areas.
Follow up on renewals and identify upselling opportunities

What They Are Looking For

Excellent verbal and written communication skills
Experience developing processes and implementing best practices
3+ years Customer success or Sales Experience at SaaS or technology companies
Proven experience in renewal and expansion success; have exceeded retention goals and successfully uncovered new expansion opportunities
Interest or background in cyber security (or technology)