Customer Success Manager

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

📋 Description

• Act as the main business contact and trusted advisor for designated strategic clients.

• Manage the post-sale customer experience from onboarding to renewal, ensuring clear ownership and seamless transitions between teams.

• Take charge of customer renewals and hygiene by monitoring timelines, assessing risk, and ensuring early collaboration with Sales.

• Identify and highlight expansion opportunities in collaboration with Sales by comprehending customer initiatives, cloud presence, and security roadmap.

• Work alongside Sales on long-term account strategies and the positioning of relevant Upwind capabilities.

• Collaborate closely with Technical Account Managers (TAMs) to enhance the adoption of new capabilities, convey value, and monitor progress against success metrics.

• Create and oversee joint success plans that align with customer goals, KPIs, and success metrics.

• Establish strong relationships with executive, security, DevOps, and cloud leadership teams.

• Ensure customers achieve measurable results by integrating Upwind into their workflows and promoting expanded usage over time.

• Facilitate Quarterly Business Reviews (QBRs), program evaluations, and executive presentations.

⛳️ Requirements

• 3-5+ years of experience in Customer Success, Account Management, or similar client-facing roles within the SaaS or cybersecurity sectors.

• Strong comprehension of cloud security programs, contemporary security organizational structures, and value-driven success methodologies.

• Outstanding communication, stakeholder management, and executive presentation abilities.

• Demonstrated success in driving adoption, managing intricate accounts, and leading cross-functional initiatives.

• Comfortable operating in fast-paced environments and influencing both customer and internal priorities effectively.

• Experience collaborating with technical teams (TAMs, SAs, Product) and Sales to support customer outcomes and retention.

• Capability to link technical features to business impact, security outcomes, and return on investment (ROI).

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career growth.

• Flexible work arrangements and a supportive work environment.