Enterprise Customer Success Manager - EMEA North

Silverfort; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An innovative cybersecurity startup is seeking an Enterprise Customer Success Manager to enhance customer relationships and ensure maximum value from their identity protection platform. In this pivotal role, you will engage with enterprise clients, collaborating with cross-functional teams to understand their needs and drive satisfaction. Your expertise in customer success and technical aptitude in cybersecurity will be key in identifying growth opportunities and addressing client concerns. Join a forward-thinking company that is recognized for its cutting-edge solutions and make a significant impact in the realm of identity management.

Qualifications

• 5+ years in Post-Sales, Customer Success, or Solution Architecture roles.
• Experience managing relationships with C-level executives.

Responsibilities

• Serve as primary contact for 30-40 enterprise customers.
• Conduct regular check-ins and Executive Business Reviews.
• Develop strategic account plans with clear objectives.

Skills

Customer Success Management

Technical Aptitude in Cybersecurity

Business Acumen

Communication Skills

Strategic Thinking

Tools

Linux

Windows

Active Directory

Domain Controllers

Job description

Enterprise Customer Success Manager - EMEA North

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About Silverfort

Silverfort is a cybersecurity startup that develops a revolutionary identity protection platform. Our mission is to provide industry-leading unified identity protection solutions for hybrid and multicloud environments. Using patented technology, Silverfort’s platform enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers.

Silverfort has been recognized as an industry innovator, receiving awards such as the “Best of MFA” from Expert Insights, Microsoft Security 20/20 partner award, Homeland Security Award for Best Identity Access Management platform, and the Astors Zero Trust platform award.

Role Overview

As an Enterprise Customer Success Manager, you will help retain and grow Silverfort’s customer relationships within our enterprise accounts. You will collaborate with cross-functional teams to understand customer needs and ensure they derive maximum value from the Silverfort platform.

Responsibilities

• Serve as the primary point of contact for 30-40 enterprise customers and partners, building strong, trust-based relationships.
• Conduct regular check-ins and Executive Business Reviews (EBRs) with customer leadership to understand their objectives and challenges, aligning Silverfort solutions accordingly.
• Partner with Customer Solution Specialists to onboard new customers, ensuring adoption, satisfaction, and quick realization of value.
• Develop strategic account plans with clear objectives, milestones, and success metrics.
• Identify expansion opportunities and risks, ensuring targets for retention and growth are met.
• Analyze key metrics to maximize customer satisfaction, value, and renewal likelihood.
• Act as a customer advocate, providing feedback for product improvements and feature requests.
• Address customer concerns proactively, working with internal teams for resolution.
• Collaborate with Sales and Marketing to develop case studies and references to support community engagement.

Minimum Requirements

• Proven track record (5+ years) in Post-Sales, Customer Success, or Solution Architecture roles.
• Strong technical aptitude, preferably in cybersecurity or identity management.
• Business acumen, with ability to map customer needs to business value and identify risks.
• Experience managing relationships with C-level executives in Fortune 1000 companies.
• Experience handling accounts with 6-figure+ ARR contracts.
• Excellent communication, presentation, and active listening skills.
• Exceptional organizational skills and attention to detail.
• Strategic thinking and risk assessment abilities.
• Strong interpersonal skills and ability to navigate challenging conversations.
• Knowledge of Networking, Information Security, and Cloud Technologies is advantageous.
• Proficiency with Linux and Windows environments, including Active Directory and Domain Controllers.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Computer and Network Security