Customer Success Manager

Heimdal Security; City Of London; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A cybersecurity firm in London seeks an experienced Customer Success Manager. You will guide customers to maximize platform value and ensure strategic objectives are met. The ideal candidate has proven experience in customer success within IT/SaaS, especially with public sector accounts. This hybrid role includes opportunities for professional growth and development, along with an attractive commission model and additional benefits.

Benefits

Healthcare cash plan

LinkedIn Learning subscriptions

Commission model

Additional paid days off

Qualifications

• 2-3+ years of experience in a Customer Success role within IT/SaaS.
• Experience managing public sector accounts is a significant advantage.
• Familiarity with cybersecurity, compliance frameworks is a plus.

Responsibilities

• Act as the primary point of contact for assigned customers.
• Onboard new customers for smooth adoption of the platform.
• Drive customer engagement and satisfaction through proactive management.
• Monitor account health and identify expansion opportunities.
• Lead quarterly business reviews and strategic account planning.

Skills

Customer Success Management

Relationship-building

Problem-solving

Communication skills

Public sector understanding

Job description

The Role

As Customer Success Manager in Heimdal, you will be the primary trusted advisor to our customers, guiding them on how to get the most from our platform and ensuring they achieve their strategic objectives. Preferably, you have 2-3+ years of previous experience in a Customer Success role within the IT/SaaS space, working with accounts in the public sector and understanding their unique priorities, procurement processes, and compliance needs. This is a great opportunity to develop your career and skills further within the cybersecurity sector.

You will work in close collaboration with sales leadership to improve retention, minimize churn risk, and drive additional growth through proactive engagement with your assigned customer base. You will take ownership of a portfolio of accounts, with a strong focus on public sector organizations, ensuring they see maximum value and measurable ROI from our solutions.

This position carries a sales quota and will be based out of our London office in a hybrid role. You will report into Dan, our Global Head of Customer Success, and work closely with our global CS team to deliver exceptional results and build strong, lasting customer relationships.

Your day-to-day

• Act as the primary point of contact for assigned customers, building trusted, long-term relationships
• Onboard new customers, ensuring smooth adoption and effective use of our platform
• Drive customer engagement, adoption, and satisfaction through proactive account management
• Understand customer’s goals, challenges, and constraints, providing tailored advice and best practices
• Partner with the wider Sales, Product, and Support teams to address customer needs and feedback
• Monitor account health, identify and nurture expansion opportunities with accounts
• Lead quarterly business reviews and strategic account planning
• Deliver monthly and quarterly forecast through strong opportunity management.

What we are looking for

• Proven experience as a Customer Success Manager, Account Manager, or similar role in a tech, cybersecurity, or SaaS environment
• Strong background in managing public sector accounts is a significant advantage
• Exceptional relationship-building and communication skills, with the ability to engage stakeholders from technical teams to senior executives
• Strong problem-solving mindset and the ability to manage multiple priorities
• Comfort in working in a fast-paced environment
• Familiarity with cybersecurity, compliance frameworks, and IT solutions is a plus.
• We have implemented the MEDDPICC across the Heimdal business and knowledge hereof will be a plus.

What we offer

• We value your personal and professional growth and with us you will have many opportunities to grow in your career, as a person, and within a team. We have frequent performance appraisals, progression paths, and internal learning and development to support you and your growth
• International work environment in a fast-growing global company
• Up to 5 additional company-paid days off annually (“Personal Day” and “Anniversary Days”)
• Healthcare cash plan
• LinkedIn Learning subscriptions
• An attractive commission model

Our Mission

We are leading the fight against cybercrime and protecting the operational integrity of all midmarket and lower enterprise companies.

Our Culture

We believe in hiring the best and the brightest while cultivating a culture of collaboration and execution. We are Dedicated, Innovative, and Humble. As in devoted and passionate about our work and what we do. We seek to optimize, improve every day, and challenge status quo. We are open-minded to new ideas and to feedback, and we know success comes from hard work.

We are committed to constantly create an environment where each individual has the opportunity to grow, personally and professionally. We have a strong sense of unity and togetherness and know we are stronger together, and having fun together is a key element at Heimdal.

See what Peter, our Sales Enablement Partner, has to say about Heimdal here:

https://youtu.be/09VMldwc9PQ?si=81YnH7gt1dOnWU8G

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to gender, race, colour, disability, religion, marital status, family or parental status.