Enterprise Customer Success Manager

Secure Code Warrior; United Kingdom; Remote; GBP 80,000 - 100,000; Full time

Job summary

A cybersecurity firm in the United Kingdom is seeking an Enterprise Customer Success Manager to drive product adoption and ensure customer success. The ideal candidate will have experience in customer success or account management within a SaaS company, strong communication skills, and a Bachelor's degree. You will work collaboratively with clients to enhance their experience and business outcomes, focusing on retention and satisfaction.

Qualifications

• Proven experience working in customer success, account management, renewals, or sales.
• Demonstrated working experience within a SaaS or subscription enterprise software company.
• Strong operational and business-building skills that will drive organizational efficiencies.

Responsibilities

• Set the overall vision and strategic plan for customers within the enterprise segment.
• Develop customer onboarding and success motions integrating processes, content, and data insights.
• Drive operational practices to track performance of clients, ensuring that a success plan is followed.

Skills

Customer relationship management

Account management

Interpersonal skills

Communication skills

Operational efficiency

Education

Bachelor's degree

Job description

Our mission at Secure Code Warrior is to make the digital world safer by helping companies secure their software through developer-driven security. In a nutshell, Secure Code Warrior gives developers the skills to write secure code. Our learning platform is the most effective secure coding solution because it uses agile learning methods for developers to learn, apply, and retain software security principles. Over 600 enterprises trust Secure Code Warrior to implement agile learning security programs, deliver secure software rapidly, and create a culture of developer-driven security.

To make our mission possible, we’ve brought together individuals passionate about software, security, connection, and collaboration. We are a venture-backed, global remote-first company with offices in Australia, America, Belgium, Iceland, and the United Kingdom. For more information about Secure Code Warrior, visit Secure Code Learning for Developers | Secure Code Warrior.

Core Responsibilities

• As an Enterprise Customer Success Manager, you will set the overall vision and strategic plan for your customers within our enterprise segment, focusing on driving product adoption, providing a positive customer experience, ensuring customer success with our platform, and driving growth and retention
• Develop customer onboarding and success motions integrating processes, content, and data insights
• Cultivate collaboration within the Secure Code Warrior Go-To-Market team and across your customer base
• Drive operational practices to track performance of your clients, ensuring that a success plan is followed throughout their journey
• Cultivate, build, and maintain relationships with multiple levels within your assigned customers' organization, from program management to economic decision-makers
• Build and consistently present quality business reviews for your assigned book of business, showcasing metrics, defined value, outcomes, product roadmap, relationship alignment, and usage best practices
• Work closely with renewals and sales management to align on account strategies, expansion and retention forecasting, risk mitigation, coverage plans, and account management best practices.
• Ensure future lifetime value through steadfast customer satisfaction, health score mapping, and overall meticulous efforts to drive continuous product adoption
• Escalate client issues with speed and a sense of urgency, orchestrating resources across the company as appropriate in order to bring resolution
• Help mitigate churn and drive expansion through strong customer advocacy and referenceability

Role Requirements

• Proven experience working in customer success, account management, renewals, or sales
• Demonstrated working experience within a technology or software company, ideally for a SaaS or subscription enterprise software company
• Experience driving customer retention motions, customer growth, software adoption, and leveraging customer success best practices
• Proven ability to develop client strategies, translate them into real initiatives, track successful delivery, and put customer technical programs into action
• Ability to work with distributed teams across cultures and geographies
• Possess strong communication and interpersonal skillsAgility and flexibility in responding to evolving business priorities and dealing with challenges
• Experience successfully working with executives and decision-makers
• Strong operational and business-building skills that will drive organizational efficiencies and customer satisfaction
• Ability to collaborate across the organization and with external clients and partner stakeholders
• A Bachelor\'s degree from an accredited college or university required