Customer Relationship Manager

PortSwigger; Knutsford; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading company specializing in web security testing seeks a Customer Relationship Manager to enhance customer engagement and retention. In this role, you will shape strategies to drive renewals and improve the customer experience with Burp Suite, ensuring clients achieve real value. Join a supportive team culture focused on continuous improvement and work-life balance.

Benefits

Share options

8% employer pension contribution

Life assurance

Private medical insurance

25 days holiday (plus public holidays)

Flexible working hours

Regular team events

Qualifications

• Experience in customer journey mapping and churn reduction.
• Comfortable using customer engagement tools and data analysis.
• Track record of working in agile environments.

Responsibilities

• Manage and grow customer relationships at the renewal stage.
• Develop and execute measurable retention strategies.
• Collaborate with teams to enhance customer health.

Skills

Customer journey knowledge

Data-informed mindset

Problem-solving orientation

Agile working

Commercial and negotiation skills

Tools

Salesforce

Jira

Excel

ThoughtSpot

Job description

A key role focused on helping customers get the most from their PortSwigger experience.

We make Burp Suite, the world’s most widely used software for web security testing. Trusted by over 16,000 organizations globally – including Google, Amazon, and NASA – our products and research power the world’s best security teams.

We’re looking for a passionate Customer Relationship Manager to strengthen our connection with our customers, drive renewals, and refine our post-sales experience to deliver impact at scale.

We’re building a world-class approach to customer engagement and retention. As a Customer Relationship Manager, you’ll help shape that strategy, manage key relationships, and ensure customers get tangible value from Burp Suite.

You will:

• Own and grow customer relationships at the renewal stage to drive retention.
• Contribute to company growth through a measurable retention strategy (GDR, NDR, churn reduction).
• Use data and feedback loops to refine processes and improve customer health.
• Collaborate with Product, Support and Sales to identify risks, root causes, and opportunities.
• Influence our commercial strategy with insights into customer needs and journey optimisation.
• Help define and scale tools, playbooks, and communications for the wider team.
• Enable customers with health check-ins and keep them up to date with the latest features..
• Shape and contribute to a transparent, continuous improvement culture.
  

Technical & Cognitive Capabilities

• A data-informed mindset – comfortable using tools like Salesforce, Jira, Excel, and ThoughtSpot.
• Strong customer journey knowledge – especially in churn reduction and renewal metrics (GRR, NRR, etc).
• A track record of working in agile, iterative environments.
• Problem-solving orientation: you proactively seek solutions and think critically.
• Confidence in identifying risks and surfacing constraints early.
• A desire to develop and strengthen your commercial and negotiation skills over time.
  

Personal Qualities

• Driven, thoughtful, and always learning.
• Friendly, humble, and collaborative – you bring others with you.
• Comfortable with accountability and delivering tangible results.
• Passionate about continuous improvement – even when there’s no clear path.
• Curious and full of fresh ideas that improve team culture and outcomes.

Why join us?

• We foster an inclusive and high-performance culture with a focus on work-life balance.
• We believe in rewarding people generously and offer a competitive salary based on individual skills and contribution.
• We host regular team events and have fantastic summer and winter parties.
• You’ll be part of a humble, supportive, and fun team that values collaboration, humour, and a strong sense of belonging.
• We offer share options, 8% employer pension contribution, life assurance, income protection, private medical insurance, and 25 days holiday (plus public holidays).
• Our working hours are flexible, with core hours from 9am to 4pm
• We work best when we are together on site