Customer Success Manager New London

Risk Ledger; Greater London; Hybrid; GBP 50.000 - 80.000; Vollzeit

Benefits dieser Stelle

Generous EMI equity package

25 days annual leave + bank holidays

30 days unpaid leave per year

Private healthcare with AXA Insurance

Hybrid working policy (2–3 days in the

office

Enhanced family leave

Caregiver's leave

Sick pay

Learning resources and books

Regular socials

Zusammenfassung

Risk Ledger is building a cross‑functional Customer Success team focused on delivering measurable outcomes for mid‑market to enterprise customers. You will design and elevate our CS approach, going beyond routine tasks to drive value across onboarding, adoption and renewals.

You will collaborate with Product, Sales and Marketing to understand customer contexts, translate needs into product feedback, and grow our account base while maximising customer outcomes.

Qualifikationen

• 3+ years of Customer Success experience in B2B SaaS or cyber security contexts.
• Experience managing customers in complex, regulated environments.
• Strong understanding of organisational structures and senior stakeholder navigation.
• Excellent communication skills and ability to build trust with diverse stakeholders.
• Collaborative mindset with Product, Sales, Marketing and Support.
• Genuine interest in technology and translating features into customer value.
• Strong impact focus and ability to prioritise across multiple customers.
• High EQ to thrive in a fast-paced start-up environment.

Aufgaben

• Manage a portfolio of high‑touch customers and drive adoption of Risk Ledger.
• Onboard new customers, implement product changes and train stakeholders.
• Conduct regular business reviews to ensure engagement and goals.
• Own end‑to‑end renewal process and surface growth opportunities.
• Build senior stakeholder relationships across multiple departments within customer organisations.
• Voice of the customer to influence product strategy, roadmap and GTM.

Kenntnisse

Customer Success

B2B SaaS

Enterprise accounts

Stakeholder management

Clear communication

Collaboration

Tech curiosity

Ownership & results

High EQ

Jobbeschreibung

Risk Ledger is developing a network of connected organisations, all working together to defend against cybersecurity attacks in the supply chain.

Organisations rely on us to establish trust, through sharing their security maturity and visualising the risks posed by their supply chain ecosystem. And we’re already trusted by customers like British Airways, BAE Systems and the NHS.

We are putting together an amazing and talented team from a diverse set of backgrounds and skillsets to drive us towards our vision. Risk Ledger is built on the respect we have for one another and our users, united by our shared values and mission.

Every one of us is still learning: it’s how we grow as individuals. We’re curious. We’re ambitious. And we’re humble and honest. At Risk Ledger, we aim high to find the best solutions we can and always put our users first.

This team:

You’ll join a cross‑functional Customer Success team that works hand‑in‑hand with Product, Marketing, Sales and the wider business to deliver real outcomes for our customers. We are collaborative partners, focussing on deeply understanding each customer’s context, goals and constraints.

We continuously iterate on how we work, whether that is evolving our product, refining our playbooks, or improving our internal processes, so that we consistently deliver exceptional value to our users and to the business.

This role:

You’ll join Risk Ledger as a Customer Success Manager, across mid‑market to enterprise accounts. Our team and customer base are growing quickly, and you’ll step into a role where you can design and improve our Customer Success approach, not just execute a standard set of tasks.

You’ll have the opportunity to:

• Work closely with teams across the business on high‑impact initiatives, from onboarding and adoption programmes to advocacy and expansion plays.
• Help shape how we scale Customer Success, including in highly regulated environments.
• Take ownership of how we operationalise our strategy for your book of business, rather than simply managing a set of accounts.

You will play a pivotal role in driving growth within our customer base, managing the entire customer lifecycle for your portfolio - from onboarding through to renewals and expansion. You’ll be accountable for ensuring your customers achieve meaningful outcomes with Risk Ledger, identifying and executing on growth opportunities, and ultimately maximising NRR across your portfolio.

You’ll contribute directly to the development of our product by maintaining a tight feedback loop with our Product team. You’ll build strong, trusted relationships with your customers so you can deeply understand their needs and how they use our platform. You will be the voice of the customer internally, translating what you see and hear into actionable insight that shapes our strategy, roadmap and go‑to‑market.

In the role you will:

• Manage a portfolio of high‑touch customers, ensuring they successfully adopt Risk Ledger and achieve their business goals.
• Onboard new customers onto the Risk Ledger platform, including product implementation, training and change management with key stakeholders.
• Run regular business reviews with customers in order to collaborate with your customers to make sure they continuously remain engaged and achieve their goals
• Own the end‑to‑end renewal process for your customers, proactively understanding their sentiment and renewal intent to surface growth opportunities early and mitigate risk before it becomes urgent.
• Build strong relationships with senior stakeholders across multiple departments within your customers’ organisations, often in complex public‑sector structures.
• Be the voice of the customer inside Risk Ledger, collaborating closely with Product, Sales and Marketing to shape better solutions, inform our positioning, and drive growth across the wider business.

You’ll have:

• 3+ years of Customer Success experience, ideally in B2B SaaS or Cyber Security, working with mid‑market or enterprise accounts.
• Experience managing customers operating in similarly complex, regulated environments.
• A strong understanding of complex organisational structures and experience navigating multiple senior stakeholders with differing priorities.
• Excellent communication skills and a natural ability to build trust, ask the right questions and uncover where you can drive impact. You’re comfortable engaging key stakeholders, including in‑person meetings and workshops with senior decision‑makers.
• A highly collaborative mindset - you enjoy working with Product, Sales, Marketing and Support to deliver the best possible outcomes for customers and for the business.
• A genuine interest in technology and the curiosity to continuously learn new concepts, features and market trends - and translate them into value for your customers.
• A strong impact and results focus - you have a real sense of ownership, can prioritise across multiple complex customers, and understand the importance of measuring the success of your work against clear outcomes.
• High EQ is essential to succeed in this role. You’ll thrive in a low‑ego environment that values self‑awareness and two‑way feedback, and you’ll be on a continuous journey of personal and professional growth. You’ll be able to regulate your emotions and behaviour, stay resilient in a fast‑paced start‑up environment, and communicate and collaborate effectively with people from all walks of life.

The perks:

• Generous EMI equity package
• 25 days annual leave + bank holidays
• Additional 30 days of unpaid leave per year to use as you wish
• Ad-hoc companywide time off - last year we gave everyone 'rest leave' in August and over the festive period
• Private healthcare with AXA Insurance - including enhanced mental wellbeing coverage
• Hybrid working policy, typically 2-3 days in the office
• Enhanced family (parental) leave - gender-neutral policy, 12 weeks paid leave
• 5 days Caretaker's leave
• Enhanced occupational sick pay
• All the learning resources and books you want to aid in your personal development
• Regular socials to unwind and have some fun

Salary range