Customer Success Manager

S-RM; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading cybersecurity firm in London is seeking a Customer Success Manager to serve as the primary point of contact for corporate clients using managed services. The successful candidate will build customer relationships, support service delivery, and enhance client satisfaction. The role requires strategic thinking, relationship-building skills, and a keen interest in cybersecurity. Benefits include hybrid working, holidays, and health insurance.

Benefits

25 days holiday

Hybrid working

Matching pension contribution

Fertility treatment leave

Private dental and medical insurance

Gym discounts

Qualifications

• Ability to work independently to build relationships.
• Interest in developing a knowledge of cybersecurity.
• Effective in a rapidly changing environment.

Responsibilities

• Serve as the primary point of contact for key customers.
• Develop pricing and proposals for managed services.
• Provide first-line support for managed services clients.
• Design automated processes to scale customer support.

Skills

Relationship building

Strategic thinking

Flexibility in a changing environment

Aptitude for technology

Tools

Salesforce

Spreadsheets

Job description

Customer Success Manager - Commercial, London

The Customer Success Manager serves as the key point of contact for S-RM’s corporate customers utilising S-RM's Polus suite of managed cyber services solutions. As we build the Managed Cyber Security Services practice, we are looking for someone with a proven track record of managing and expanding customer relationships. The role’s duties are varied and complex, requiring independent judgement. Ultimately, the Customer Success Manager is responsible for maintaining and growing the revenue from S-RM’s Polus managed services customer base and ensuring a long‑term high level of satisfaction with solution delivery.

Customer Success & Account Management Role

Client Relationship Management

• Serve as the primary point of contact for key S-RM Polus managed services customers in your region
• Ensure an excellent onboarding experience for new Polus customers by working closely with the pre‑sales teams
• Develop pricing and proposals for Polus Managed Services opportunities, providing the necessary support to close deals
• Lead client engagement through regular update meetings and relationship management
• Build foundations for successful long‑term relationships and ensure successful renewals

Client Growth & Expansion

• Work closely with S‑RM consulting teams and practitioners to identify cross‑selling and expansion opportunities
• Coordinate with technical consultants across S‑RM’s regional offices to introduce different services
• Develop and execute account targets and strategies leveraging consulting resources

Customer Support & Operations

• Provide first‑line support for managed services clients in your territory
• Work closely with product leads on customer troubleshooting and technical support
• Collaborate with cyber operations teams to ensure excellent administrative client experience

Process Development & Scaling

• Design and build automated processes to scale the customer support function
• Take responsibility for developing processes to optimise renewals and customer retention
• Be a key contributor to designing and operationalising the client lifecycle management for managed services customers

Product Knowledge & Solutions Alignment

• Develop in-depth knowledge of the Polus suite of managed services offerings
• Align customer needs with appropriate solutions

What we’re looking for

We think candidates with the following qualifications and experience are likely to succeed within Business Development at S‑RM. We encourage applications from those who may not meet every box, as we value strong, focused skills in key areas. While existing knowledge of cyber security is not a prerequisite, a keen interest in developing a career in this fast‑moving sector is essential.

• The ability to work independently to build relationships with a variety of both technical and non‑technical stakeholders at S‑RM’s clients
• Independently develop strategies and ideas to deepen and grow customer relationships
• Be a self‑starter able to quickly understand the S‑RM value proposition and build internal relationships to stay current on our positioning across teams and regions.
• An interest to develop knowledge and subject‑matter expertise across new technologies, security, risk‑management, and global trends and threats will ensure you have credibility and earn trust with prospects.
• The ability to be flexible and work in a rapidly changing environment is required.
• Aptitude for technology, knowledge of spreadsheet and Salesforce utilisation.
• Experience creating offers, writing proposals, participating in RFPs.

The successful candidate must have permission to work in London by the start of their employment.

Our Benefits

• 25 days holiday per year in addition to bank holidays (+1 day for every year of service up to a maximum of 30 days)
• Hybrid working and flexible working hours
• Matching pension contribution up to 7% and financial education
• Fertility treatment leave – 5 days of leave per cycle of treatment per year
• Maternity leave – 26 weeks of full pay followed by 13 weeks of half pay
• Paternity leave – 6 weeks of full pay
• Private dental and medical insurance (taxable benefit) for you and your family
• Virtual GP for you and your family members that live in the same household
• Various gym discounts for you and your partner

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