Customer Success Manager

Mitigo Group; Cheadle; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Salary up to £50,000

24 days holiday plus birthday and bank

Auto enrolment pension with salary Sac

Life assurance at twice annual salary

Employee wellbeing plan inc virtual GP

Job summary

Mitigo Group in the United Kingdom is seeking a Customer Success Manager to manage a portfolio of clients and maximise value from Mitigo’s cyber risk management services. The role is full-time and hybrid, based in Cheadle, with three days on-site and UK travel as needed.

You will build strong relationships with stakeholders, coordinate incident response when required, prepare reports, track retention and engagement metrics, and contribute to continuous improvement of customer success processes.

Qualifications

• Blend of technical, communication, project management and commercial skills.
• Able to convey technical concepts to non-technical audiences.
• Strong stakeholder management and client relationship experience.

Responsibilities

• Manage a portfolio of clients to maximise value from Mitigo’s services.
• Build relationships with key stakeholders and support incident response coordination.
• Prepare reports and track retention and engagement metrics.
• Drive renewal rates and identify upsell opportunities.
• Collaborate with internal teams to address client needs and feedback.
• Maintain on-site presence in Cheadle three days per week with UK travel as needed.

Skills

Technical

Communication

Project management

Commercial

Job description

Mitigo is a UK based leading provider of Cyber Security risk management services specialising within the Legal, Financial, Accountancy, Architecture sectors. Our expertise spans a wide range of cyber security domains, ensuring our clients remain secure and resilient.

Role Description:

The Customer Success Manager role at Mitigo Group is a full-time, hybrid position based in Cheadle. The individual in this role will manage a portfolio of clients, ensuring they gain maximum value from Mitigo’s cyber risk management services. The Customer Success Manager will build strong relationships with key stakeholders, support incident response coordination when required, and collaborate with internal teams to address client needs and feedback. The role also involves preparing reports, tracking retention and engagement metrics, and contributing to continuous improvement of customer success processes.

Day-to-day responsibilities

• Regular touchpoints with customers managing towards an agreed roadmap
• Regular reporting to senior stakeholders on customer health
• Identify, report and build a plan to mitigate customer churn
• Identify upsell /growth opportunities for existing customers
• Drive high renewal rates through strong customer satisfaction and service adoption
• Track and report on high-risk accounts and potential business threats, acting as an escalation point for service impacting issues

Location

The role is a hybrid role, with the expectation of three days per week on-site at our head office in Cheadle, with periodic travel within the UK for client meetings and to support with events as needed.

Who You Are

The ideal candidate will be a blend of 4 categories of skills - Technical, Communication, Project Management and Commercial. We’re not expecting an expert in each category, but you should have a working knowledge across all 4. Listed below are some examples of skills from each category:

• Technical
• Cyber Security Services
• Network Security
• Penetration testing
• Data Analysis
• Communication
• Clear, concise and confident
• Able to convey technical elements to non-technical audiences
• Excellent written and spoken English
• Project Management
• Organised
• Self motivated
• Commercial
• Understanding Customer and Sales Lifecycle
• Managing customer renewal cycles
• Identify upsell/cross sell opportunities

What We Offer

• Salary is up to £50,000 depending on experience
• 24 days holiday plus your birthday and bank holidays
• Auto enrolment pension with the option to use salary sacrifice to increase contributions
• Life assurance at twice annual salary
• Employee wellbeing plan inc virtual GP and Employee Assistance program