Customer Success Manager

BITDEFENDER APAC PTE. LTD.; Glasgow; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading cybersecurity firm in Glasgow is looking for a Customer Success Manager to enhance customer satisfaction and retention for the SEA/ANZ market. You will manage the customer journey and align internal teams to produce a seamless experience. Candidates should have 3-5 years in customer success/service, strong communication skills, and a commitment to exceptional customer advocacy.

Qualifications

• 3-5 years of experience in sales, customer service, or customer success preferred.
• Ability to understand customer concerns regarding product use.
• Experience analyzing and optimizing processes in Customer Success.

Responsibilities

• Build and nurture a positive customer experience.
• Manage customer journey from onboarding to pre-renewal.
• Identify and resolve customer engagement issues proactively.

Skills

Exceptional verbal and written communication skills

Customer service experience

Ability to work independently

High energy and self-starter

Experience with sales or customer success

Education

Higher education

Job description

Bitdefender

Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry’s most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world’s most recognized technology brands. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world. For more information, visit https://www.bitdefender.com

About the Role:

Bitdefender, the technology leader in the security software industry, is seeking for a Customer Success Manager for the SEA/ANZ market to join it’s rapidly growing the Global CSM Team.
The CSM at Bitdefender plays a pivotal non-commercial role centered on maximizing customer satisfaction, retention, and growth. Acting as a trusted advisor, the CSM nurtures long-term relationships by deeply understanding customer goals and ensuring their success with Bitdefender’s solutions. Internally, the CSM serves as a strategic communication hub, aligning cross-functional teams— like Sales, Support, Professional Services, and Product Management and others—to deliver a seamless and value-driven customer experience. By proactively managing engagement and advocating for both the customer and internal stakeholders, the CSM ensures continuous alignment and drives mutual success.
We are looking for candidates with exceptional verbal and written communication skills in English & region related language - with a proven ability to use initiative and work within a fast-paced environment.

Responsibilities:
Build and nurture a delightful customer experience throughout its lifetime;
Manage and monitor customer journey from the moment they’ve become a Bitdefender customer until the pre-renewal phase (covering the Onboarding, Engagement and Pre-Renewal actions in accordance with the internal framework and in conjunction with the client’s journey with us.
Monitor the funnel of expiring agreements and prioritize based on potential churn, product portfolio, sizing and strategic impact.
Identify, escalate, and resolve customer engagement or adoption issues proactively;
Mitigate customer retention risks and roadblocks promptly;
Elicit customer’s goals and advise them on the best way to achieve and measure as tangible outcomes;
Responsible in building, organizing and delivering EBRs and QBRs for the designated accounts under your portfolio
Partner with ITAM (Insider Territory Account Managers) and TAM (Territory Account Managers) team on Account Tasks or other tailored solutions, as necessary for Accounts; Partner with Marketing to share and celebrate customer success stories;
Be a change-agent internally as a member of the Customer Success organization;
Be responsible for key customer success metrics including NPS, account growth and revenue retention;
Become a trusted adviser for your clients by utilizing high levels of integrity and follow through. Work with cross-functional teams across Sales, Product Org. and Marketing to deliver the best experience for your clients and raise key metrics, like company NPS;
Assist with high severity requests or issue escalations as needed and manage the escalation through resolution;
Provide reports and insights on how the overall process can be improved and performs analysis on data involving customer reviews and experience with products or services.
Cover the Managed Detection and Response service users by providing a dedicated Security Account Management component of the role (which, beside the Onboarding, recurring QBRs and all the necessary syncs required, it includes the work with our SOC via the PagerDuty app – covering critical cases and Incidents in a weekly coverage rotation).

Requirements:

3-5 years of experience in sales, customer service or customer success position strongly preferred.
Experience analyzing and optimizing the existing processes in Customer Success;
Ability to understand customer´s concerns and thoughts regarding the use of products.
Exceptional verbal and written communications skills.
The ability to work independently with limited direction in a fast-paced environment must be a high energy, motivated self-starter.
Ability to adapt to changes in roles and responsibilities.
IT business vertical background – preferability from the Software segment
Customer facing previous roles with focus on support, retention and growth of customer portfolio.
Higher education.
Fluent in English and region dedicated language