Customer Success Manager (Remote)

UK Customer Success Manager

Base pay range

£50,000 – £60,000

Variable Commission

Threat actors and cyber threats have consumed our world, and there aren’t enough cyber defenders to address these problems. Security Operations has become complex and managing security services needs to be simple. It’s why we’re democratizing security operations with our first of its kind platform that allows any level defender to operate with agility at the necessary levels to stop cyber threats. Security Operations is complex, we’re making it simple by enabling a new cyber defender workforce with a revolutionary security service delivery platform.

There are jobs— then there’s careers.

We like to think working with ContraForce is the latter. When you hop on board, you join a team of smart, ambitious, and humble people who are ready to make a difference in an under-served market. Together, we can help democratize security services.

We are seeking a proactive and passionate Customer Success Manager to join our dynamic team. The ideal candidate will be responsible for ensuring our customers achieve their desired outcomes while maximizing the value they receive from our products and services. This role requires a strong focus on relationship management, problem-solving, and strategic thinking.

– You work with curiosity, kindness, and integrity in every interaction you have, internally and externally.

– You enjoy working across different departments, promote inclusivity and value different opinions, inputs, and ideas.

– You like to explore and learn, are open-minded and do not have a problem with asking questions to understand coherences, are able to give and receive feedback in an open, transparent and respectful way.

– You derive energy from engaging in product strategy and roadmap investments and are passionate about helping our clients to understand the value of our products.

If this sounds like you, please reach out to us, we would love to connect!

Responsibilities

• Customer Engagement: Develop and maintain strong relationships with customers, acting as their primary point of contact.
• Onboarding: Facilitate the onboarding process for new customers, ensuring they understand our products and how to leverage them effectively.
• Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and feedback.
• Account Management: Monitor customer usage and satisfaction, proactively identifying opportunities for upselling or renewal.
• Support and Training: Provide ongoing support and training to customers, helping them navigate challenges and maximize product value.
• Performance Metrics: Analyze customer data to track success metrics, identify trends, and report on customer health.
• Collaboration: Work closely with cross-functional teams, including Sales, Product, and Support, to enhance the customer experience.

Qualifications

Required/Minimum Qualifications:

• Bachelor’s degree in business administration, Communications or related field plus 5 years of experience in business, OR master’s degree in business administration, Communications or related field plus 3 years of experience in business
• Proven experience in a customer success, account management, or related role.
• Excellent communication and interpersonal skills, with the ability to build rapport with diverse stakeholders.
• Experience with CRM software and customer engagement tools.
• Ability to manage multiple priorities and projects simultaneously.

Additional/ Preferred Qualifications:

• Experience in Cybersecurity or SaaS Environment: Proven background in working with cybersecurity or SaaS products, with a strong understanding of industry challenges and customer needs, particularly in managed security services.
• Data-Driven Decision Making: Demonstrated experience in using customer success metrics, analytics, and data to drive customer satisfaction and engagement strategies, as well as proactively identifying customer needs.
• Multilingual Abilities (Especially in European Languages): Ability to communicate effectively in additional European languages, which would enhance relationship-building efforts and support customers in diverse regions across the UK and Europe.

Benefits and Compensation:

• Base pay range £50,000 – £60,000
• Variable Commission
• Stock Options
• UK Pension Contribution
• Health Care Packages

Certain roles may be eligible for benefits and other compensation. The hiring manager will explain exceptions and potential additional compensation types during the interview.