Customer Success Manager (UK-Based Remote Role)

IriusRisk; London; Remote; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance customer satisfaction and drive product adoption. This remote role offers the opportunity to engage with a diverse client base, ensuring their needs are met through scalable practices. The ideal candidate will thrive in a fast-paced environment, utilizing their problem-solving skills to foster account growth and retention. Join a dynamic team that values innovation and employee development, contributing to the success of a leading platform in automated threat modeling and secure software design.

Benefits

100% remote working

Excellent working environment

Career development opportunities

Training and certifications

Horizontal business culture

High employee retention rate

Qualifications

• 3+ years of experience in customer success or account management.
• Strong problem-solving skills and ability to manage multiple priorities.
• Proven track record in customer retention and account growth.

Responsibilities

• Manage relationships with 50+ long-tail accounts to ensure satisfaction.
• Develop customer success strategies in collaboration with internal teams.
• Analyze customer success metrics and create action plans.

Skills

AppSec/DevOps/SecDevOps

B2B SaaS customer success

Problem-solving skills

Project management skills

Communication skills

Data analysis

Tools

Salesforce

HubSpot

Gainsight

Totango

Job description

Customer Success Manager (UK-Based Remote Role)

Join to apply for the Customer Success Manager (UK-Based Remote Role) role at IriusRisk

Customer Success Manager (UK-Based Remote Role)

Join to apply for the Customer Success Manager (UK-Based Remote Role) role at IriusRisk

Join Our Team as a Customer Success Manager at Iriusrisk!

IriusRisk is the industry leader in automated threat modeling and secure software design, working with clients that include four of the top 10 Globally Systemically Important Banks (G-SIBs). Every sector of the global economy is being transformed by software, yet vulnerabilities are too often exposed by increasingly sophisticated cyber-attacks. By identifying security flaws in software architecture at the design phase, threat modeling makes it possible to fix issues before code is written.

IriusRisk’s platform automates the threat modeling process, enabling developers to design and build secure software. At scale.

Purpose of the Role

IriusRisk is a fast-growing Cybersecurity startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. As the Customer Success Manager (CSM), you will play a pivotal role in ensuring the success and growth of our long tail customers. You will be responsible for leading scalable strategic initiatives to improve customer satisfaction, drive product adoption, and ensure customer retention.

As a key member of our team, you will build strong relationships with customers and collaborate with cross-functional teams internally to deliver excellent customer experiences in a scalable fashion. Our ideal candidate is passionate about using scalable processes, identifying problems, finding solutions, and improving our customer’s experience. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to retain and grow our customer base.

Duties & Responsibilities

• Customer Relationship Management: Act as the primary point of contact for 50+ long-tail accounts (high volume, low revenue), understanding their buisness and goals, and ensuring their satisfaction with our products/services.
• Scalable Practices: Develop and execute excellent customer success practices through scalable methods, targeting areas of health monitoring, nurturing, adoption, and education with a mix of direct interaction and automation.
• Strategic Planning: Develop and execute customer success strategies, working closely with internal teams (Sales, Product, Support) to meet client needs and foster growth in a scalable way.
• Retention and Account Growth: Identify and drive opportunities for account expansion, renewals, and upselling, ensuring a high level of customer retention.
• Customer Advocacy: Serve as the voice of the customer within the company, influencing product roadmaps, features, and service offerings based on customer feedback and industry trends.
• Data-Driven Insights: Analyse customer success metrics (NPS, churn, renewal rates) and create action plans to address issues, improve overall customer health, and drive growth.
• Industry & Individual Growth: Stay informed about industry trends, market developments, and competitor activities to continuously improve our customer success strategies and offerings.
• Task Management: Oversee the timely and successful completion of tasks assigned by leadership, ensuring alignment with long-term strategic objectives and supporting data-driven decision-making for both client success and organizational growth.
  
  

What We Offer

100% remote working.

Excellent working environment.

Work in a highly qualified professional team with world-class references in the Threat modeling sector

Real career development opportunities within the company.

We focus on the 'Do it well' culture and are not afraid to invest in doing things right the first time.

Training and certifications related to your role.

️ Horizontal business culture

´+92% employee retention rate

Requirements:

Essential Skills

• Knowledge of AppSec/DevOps/SecDevOps
• 3+ years of B2B SaaS customer success, account management, or consulting experience working with long-tail accounts (high volume, low revenue).
• Grit and growth mindset, an ability to thrive in ambiguity.
• High computer literacy and ability to learn new software.
• Knowledge of customer success processes and an enthusiasm for driving new ideas.
• Strong problem-solving and project management skills, with the ability to juggle multiple priorities and deliver results.
• Proven track record in customer retention and account growth, especially for long-tail a (high volume, low revenue) book of business.
• Ability to thrive in a fast-paced, dynamic environment and drive change within an organization.
  
  

Desired Experience

• Experience: solid experience in customer success, account management, or related roles, with proven experience in managing, retaining and growing long-tail accounts (high volume, low revenue).
• Communication Skills: Exceptional verbal, written, and presentation skills, with the ability to communicate effectively with executive-level stakeholders and influence internal teams.
• Scalable Methods: Proven ability to develop and implement scalable methods for long-tail accounts, including a mix of direct customer interaction and automation tools.
• Problem-Solving & Decision-Making: Strong analytical and problem-solving skills, with the ability to make informed, strategic decisions in high-pressure situations.
• Technical Aptitude: Comfortable working with technology, data, and CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).
• Domain Experience: solid experience in the domain of AppSec/DevSec or DevOps and working with financial customers.
  
  

Person Requirements

• Passion for helping customers and developing programs.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills.
• Highly organized and able to multitask.
• Patient and active listener.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Technology, Information and Internet

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