Customer Success Manager

Hadrian; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

Join a dynamic cybersecurity startup as a Customer Success Manager, where you will play a pivotal role in enhancing customer experience and driving engagement. In this role, you will manage customer relationships, ensuring they adopt and benefit from innovative cybersecurity solutions. With a focus on retention and expansion, you will monitor customer health and collaborate with teams to address needs and feedback. This is an exciting opportunity to be part of a rapidly growing company that is reshaping the cybersecurity landscape and making the internet safer for everyone.

Benefits

Unlimited paid holiday

Stock options package

Mobile phone stipend

Laptop

Work-from-home budget

Referral bonuses

Business travel card

Swapfiets

Joyful team activities

Qualifications

• 4+ years of experience in Customer Success for SaaS enterprise solutions.
• Strong track record in minimizing churn and aligning tech with customer needs.

Responsibilities

• Guide new customers through onboarding and ensure smooth implementation.
• Act as the primary point of contact for customer queries and needs.

Skills

Customer Success Management

Customer Relationship Management

Churn Reduction

SaaS Solutions

Fluency in English

Fluency in French

Job description

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Are you obsessed with transforming customer experience into something extraordinary?

Join Hadrian as our Customer Success Manager and craft success stories!

Who are we:

We are Hadrian - a cybersecurity startup. A force reshaping the future of cybersecurity. Founded in August 2021, we've secured €20 million in funding and the backing of ABN AMRO Ventures, propelling us into a new era.

Our goal is to provide companies with a real-time Exposure Management platform, viewing security through a hacker's eyes because, well, hackers understand hackers best. We continuously map the digital footprint of organizations, discover risks, and prioritize remediation for security teams to harden their external attack surfaces.

Located in Amsterdam's buzzing Leidseplein and by London's famous Paddington Station, our diverse team from 20+ countries is on a mission to revolutionize security. Join us in securing over 200 businesses and be at the forefront of automated offensive security.

Your Role:

As our Customer Success Manager, you will play a crucial role in managing our customer base and supporting Hadrian’s growth. Your responsibilities will include ensuring the overall success of our customers throughout their journey with Hadrian. You will be instrumental in making sure customers are not just onboarded but actively engaged, adopting our cybersecurity solutions, and, most importantly, preventing churn.

What you will do as a Customer Success Manager at Hadrian:

• Onboarding & Adoption: Guide new customers through onboarding, ensuring smooth implementation. Conduct training sessions and provide best practices while ensuring customers adopt key features to maximize value.
• Customer Relationship Management: Act as the primary point of contact for customer queries and needs. Build strong relationships with key stakeholders by conducting regular check-ins (QBRs, EBRs) to assess satisfaction and goals.
• Retention & Expansion: Monitor customer health scores and proactively address churn risks. Identify upsell and cross-sell opportunities for additional features or services and collaborate with sales and marketing on renewals and expansion strategies.
• Support & Issue Resolution: Ensure customers get quick resolutions and escalate when needed and provide feedback to product teams for improvements.
• Product Advocacy & Feedback: Gather customer feedback and share insights with product and engineering teams. Advocate for customers in roadmap discussions and ensure customers understand new features and updates.
• Metrics & Reporting: Track customer engagement, satisfaction, and retention metrics. Use this data to drive strategies for reducing churn and increasing adoption.
  
  

You are fit for this job because you:

• Are fluent in English and French.
• Have at least 4 years of experience in Customer Success for SaaS enterprise solutions in the cybersecurity space
• Have startup/scaleup experience and understand cybersecurity fundamentals.
• Have a successful track record in minimizing churn and aligning technology with customer needs.
• Have experience working with diverse customers, including enterprises and government entities.
• Thrive in a fast-moving startup environment.
  
  

Bonus points if you have:

• Technical background in Python, APIs, or offensive security.
  
  

Benefits at Hadrian:

• Unlimited paid holiday
• Stock options package
• Mobile phone stipend
• Laptop
• Work-from-home budget
• Referral bonuses
• Business travel card
• Swapfiets
• Joyful team activities
  
  

Why you want to be part of Hadrian

Make the internet safer. We enable companies to protect their customers, employees, and other stakeholders from malicious hackers by providing real-time Exposure Management from the Hacker’s perspective

Board a primed rocket ship. Hadrian is growing fast; the team is approaching 70 wonderful people, notable customers are signed and significant funding is raised. Now is the time to join our high-growth journey

Be part of a strong and dynamic culture. Our values define who we are as a group, and serve as the cornerstones to guide us in building a product that our customers love. At Hadrian, we achieve this by championing a culture that takes ownership, succeeds together, increases velocity, and pursues growth

Sounds like the role for you? Hit the apply button!

Our clients are seeking a world-class and reliable digital security service. That is exactly what we are offering. Therefore, a background check will be part of the process.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Computer and Network Security

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