Senior Customer Success Manager

📋 Description

• Oversee a portfolio of EMEA clients as their main post-sales technical consultant, gaining a comprehensive understanding of the NodeZero platform to facilitate successful adoption.

• Build relationships with security professionals—from analysts to CISOs—and assist them throughout the processes of adoption, expansion, and advocacy.

• Provide technical onboarding and empowerment to promote the use of NodeZero, including advanced features such as Tripwires, Insights, and Rapid Response, ensuring customers receive maximum benefit.

• Anticipate customer needs and potential obstacles, proposing solutions that enhance their experience and strengthen their cybersecurity posture.

• Collaborate closely with IT and Security teams (SOC, red/blue teams, AppSec, etc.) to help interpret pentest results, prioritize remediation efforts, and guide long-term offensive security strategies.

• Work in partnership with Sales and Renewals teams to promote retention and growth by identifying opportunities for expansion, aligning on account strategy, and ensuring a smooth renewal process.

• Serve as a customer advocate, communicating customer feedback and technical issues to our internal teams to influence the development of our products and services.

• Conduct regular check-ins and quarterly business reviews to align on strategy, secure executive engagement, and demonstrate business outcomes.

• Contribute to the creation of documentation, training materials, and repeatable playbooks to enhance technical success across the region.

• Keep detailed records of customer health and interactions using internal Customer Success platforms.

⛳️ Requirements

• At least 5 years of experience in Customer Success, Technical Account Management, or Client Services within a SaaS cybersecurity context.

• Extensive knowledge of cybersecurity practices and principles; relevant certifications (e.g., CompTIA Security+, CISSP) are highly desirable.

• Strong understanding of enterprise security, information technology, cloud, or offensive security is highly preferred.

• Excellent customer insight—capable of aligning solutions with business priorities and effectively presenting to both technical and executive audiences.

• Proven experience managing a portfolio of business with revenue targets (ARR, NRR, GRR).

• Preferred experience in a startup or high-growth company environment; you thrive in fast-paced, uncertain settings.

• Location: UK, Germany, France, Belgium, Ireland, Italy, The Netherlands, or Spain.

• Preferred languages: French, German, Italian, along with business proficiency in English.

• Proficient with tools such as Salesforce, Gainsight, and JIRA; detail-oriented and well-organized.

🏝️ Benefits

• Inclusive Team: We value diversity and foster an inclusive culture where everyone can flourish.

• Growth Opportunities: Join a dynamic and expanding team with ample career development prospects.

• Innovative Culture: Experience a collaborative environment that promotes creativity and unconventional thinking.

• Remote Work: We operate as a fully remote company, providing the convenience and work-life balance associated with remote work.

• Competitive Compensation: We offer a competitive salary, equity, and benefits, including health, vision, and dental insurance for you and your family, a flexible vacation policy, and generous parental leave.