Customer Success Manager, Commercial

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

📋 Description

• Take ownership of the vision and strategic success plan for a portfolio of mid-market and SMB clients, focusing on product adoption, retention, and revenue growth.

• Establish and nurture multi-tiered relationships within customer organizations, ranging from program managers to C-suite executives.

• Facilitate regular Executive Business Reviews that highlight metrics, ROI, outcomes, product roadmap updates, and strategies for usage optimization.

• Implement scalable onboarding and success initiatives that incorporate processes, educational resources, and data-driven insights.

• Operationalize explicit success criteria and monitor performance metrics throughout the customer lifecycle.

• Develop best practices that expedite time-to-value.

• Collaborate closely with Sales and Renewals teams on account strategies, opportunities for expansion, retention forecasting, and risk management.

• Work in partnership with Product, Marketing, and Support teams to represent customer needs and drive product enhancements.

• Encourage collaboration within the Go-To-Market organization and across your customer base.

• Analyze customer health data and proactively pinpoint opportunities for expansion and potential risks.

• Drive contract renewals and expansion revenue by demonstrating value and fostering strong customer advocacy.

• Reduce churn through early intervention, escalation management, and coordinated cross-functional resources.

• Develop customer champions who act as references and advocates for Secure Code Warrior.

⛳️ Requirements

• A minimum of 4 years of experience in Customer Success, Account Management, or a related role in B2B SaaS.

• Strong stakeholder management abilities with the capacity to influence at all levels of the organization.

• A data-driven mindset with the ability to convert metrics into actionable insights and business value.

• Exceptional communication and presentation skills.

• A proactive approach with the capability to foresee customer needs and identify potential risks before they affect the business.

• A resourceful problem-solver who excels in fast-paced, collaborative settings.

• A passion for technology and cybersecurity (experience with developer tools or security solutions is advantageous).

• Self-motivated with a proven record of surpassing retention and growth targets.

🏝️ Benefits

• Full flexibility in work schedules.

• Generous leave policies and work-from-home options.