Customer Success Manager – Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of established clients in North America.

• Develop strong relationships with clients and support their evolving cybersecurity requirements.

• Discover opportunities to enhance client partnerships through upselling and cross-selling.

• Comprehend client priorities and ensure they gain value from Cognisys services.

• Oversee renewals and extensions of contracts.

• Collaborate with consulting, project management, technical delivery, and sales teams.

• Serve as a reliable point of contact for client accounts.

• Assist clients in navigating their security and compliance priorities.

• Provide a consistent, high-quality client experience.

• Keep precise account plans, CRM records, and pipeline information.

• Recognize risks to client satisfaction or retention and take responsibility for resolving them.

• Contribute to predictable revenue retention and sustainable growth of the portfolio.

⛳️ Requirements

• Proven experience in managing existing client accounts, fostering trusted relationships, and maintaining regular engagement with key stakeholders.

• Ability to identify upsell and cross-sell opportunities, support account growth, and oversee renewals and contract extensions.

• Understanding of revenue retention, account development, pipeline management, and commercial objectives.

• Proactive, solutions-oriented approach to addressing client needs and coordinating necessary actions.

• Experience collaborating with internal teams such as project management, consulting, technical delivery, or sales.

• Strong written and verbal communication skills.

• Capability to manage multiple accounts, maintain accurate CRM records, and handle renewals, contracts, and follow-up actions.

• Ability to work independently, prioritize tasks, and collaborate across different locations and time zones.

• Experience in cybersecurity, IT services, or the technology sector is preferred.

• Familiarity with penetration testing, vulnerability management, managed security services, or GRC consulting is a plus.

• Knowledge of ISO 27001 and SOC 2 is desirable.

• Experience with a CRM system is advantageous.

• Experience in managing North American business clients and familiarity with the US B2B services market is preferred.

🏝️ Benefits

• 22 days of paid time off per year, plus 11 American bank holidays.

• One day of paid leave for your birthday.

• Individual access to a healthcare and life insurance plan.

• Employee mental health and wellbeing platform.

• 2% employer contributions to the Fidelity 401k scheme.

• £2,000 annual training budget.

• Up to £2,000 for each successful referral.

• Fully remote work opportunity.