Customer Success Manager, EMEA

Altura Partners Ltd; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading cybersecurity firm is seeking a Customer Success Manager for the EMEA region. This role involves owning customer accounts, leading renewals, and ensuring customers achieve maximum value from the cybersecurity platform. Candidates should have over 5 years of experience in customer success or account management, particularly in B2B SaaS, and be comfortable engaging with technical and senior stakeholders. Occasional travel within EMEA is expected, along with a proactive and high-ownership work ethic.

Qualifications

• Over 5 years of experience in Customer Success or Account Management within B2B SaaS environments.
• Proven record of successfully owning and closing renewals, including negotiation.
• Ability to challenge stakeholders constructively and manage a diverse portfolio of customers.

Responsibilities

• Take accountability for customer health and value.
• Lead the renewal process from forecast through negotiation.
• Coordinate with multiple departments to ensure customer satisfaction.
• Deliver effective platform walkthroughs and operational guidance.

Skills

Customer Success management

B2B SaaS experience

Account Management

Customer relationship building

Negotiation skills

Tools

CRM software

Job description

Title: Customer Success Manager (EMEA) – Cybersecurity SaaS

Location: Home based, UK. Travel across EMEA.

About the company

High growth cybersecurity vendor in the external attack surface management space. They help large organisations discover, understand and reduce real world cyber risk across their internet facing assets. You will get the full company brief on intro.

The opportunity

You will own a portfolio of EMEA customers end to end. This is not a reactive support role. You are the person they call when they need outcomes, renewal guidance and help getting full value from the platform. You own adoption, renewal and expansion conversations and you are expected to be commercially sharp as well as consultative.

Own customer outcomes

• Take full accountability for customer health, adoption and long term value
• Build deep relationships with technical and business champions in Security, IT and Risk
• Run onboarding, success plans and recurring business reviews with clear agendas and actions
• Make sure every customer can explain how the platform is reducing their risk and helping them hit objectives

Own renewals

• Lead renewals from forecast through negotiation to signed order
• Spot churn risks early and build recovery plans
• Partner with sales on expansion opportunities while keeping renewals under your control
• Use data, usage, and success stories to make renewals straightforward and defensible

Guide and influence customers

• Deliver clear platform walk throughs and best practice sessions
• Help customers operationalise attack surface management in their existing processes
• Capture recurring themes, blockers and product requests and feed them back internally
• Turn advocates into references and champions for the brand

Operate with discipline

• Keep CRM and success tools accurate : renewals, health scores, risks and plans always up to date
• Coordinate with Support, Product, Marketing and Sales to remove blockers
• Track usage, lead QBRs and continually surface new value for your accounts
• Bring a mindset of : if something is broken or unclear, you help fix it

What you bring

• 5 plus years in Customer Success or Account Management in B2B SaaS
• Proven track record owning and closing renewals, including negotiation
• Confidence in front of technical and senior stakeholders and the ability to challenge constructively
• Experience managing a portfolio of customers across a region, not just one or two accounts
• Comfortable working from home with high ownership and structure
• Bonus : background in cybersecurity, infrastructure, networking or other complex technical platforms
• High energy, high ownership, and a willingness to travel to customer sites across EMEA when needed

If this sounds like you, send your CV or reach out directly for a confidential conversation.