Lead Customer Success Manager (EMEA)

Corelight; Greater London; On-site; GBP 120,000 - 170,000; Full time

Job summary

Corelight is seeking a Lead Customer Success Manager across the EMEA region to own the CS strategy for strategic, complex customers. You will engage with security leaders, SOC teams, and CISOs to ensure measurable value and long-term retention.

You will translate customer security priorities into a concrete success plan, coordinating across Support, Sales, Product, and Engineering to deliver outcomes at scale and mentor teammates to raise CS standards.

Qualifications

• Experience in customer success for cybersecurity or complex B2B SaaS.
• 8+ years in customer-facing roles with enterprise customers.
• Strong executive presence with security leaders and CISOs.

Responsibilities

• Own post-sales strategy and CS plan for a portfolio across EMEA.
• Translate security priorities into a clear success strategy and coordinate resources.
• Lead Executive Business Reviews to demonstrate value and align on next steps.
• Mentor peers and improve CS programs and playbooks.
• Identify health, retention, and expansion opportunities early.

Skills

Strategic account management

Executive communication

Security operations knowledge

Cross-functional collaboration

Customer adoption & retention

Mentoring teammates

Business acumen

NDR/SIEM/EDR familiarity

Stakeholder management

Forecasting / risk management

Education

Bachelor’s Degree or MBA or advanced technical certifications

Tools

Salesforce

Gainsight

Totango

Jira

Job description

• As a Lead Customer Success Manager at Corelight, you will own the customer success strategy for some of our most strategic and complex customers across EMEA. You will work with security leaders, SOC teams, and executive stakeholders to ensure customers realize measurable value from Corelight, deepen adoption, and build a strong foundation for long-term retention and growth
• This is a senior individual contributor role for someone who can operate comfortably across both the technical and executive sides of cybersecurity. You will understand each customer’s security priorities, translate them into a clear success strategy, and coordinate the right resources across Corelight to deliver against it
• You will also help raise the bar for Customer Success more broadly by sharing best practices, mentoring teammates, and identifying opportunities to improve how we engage and deliver value to customers at scale
• Own the post-sales strategy and customer success plan for a portfolio of complex, high-value enterprise customers across EMEA
• Build trusted relationships with customer stakeholders ranging from SOC practitioners and security leaders to CISOs and other executives
• Develop a deep understanding of each customer’s security environment, priorities, desired outcomes, and measures of success
• Drive adoption and measurable value from Corelight’s platform, connecting our capabilities to customers’ broader security strategies and operational goals
• Lead strategic customer engagements and Executive Business Reviews that demonstrate value, assess progress, surface risk, and align on priorities and next steps
• Identify customer health, retention, and expansion opportunities early and partner closely with Sales and other teams to develop the appropriate account strategy
• Lead complex customer escalations, coordinating across Support, Sales, Product, Engineering, and other teams to drive resolution while maintaining customer confidence
• Represent the voice of the customer internally, identifying recurring needs and market trends that can inform product priorities and improve the customer experience
• Mentor other Customer Success Managers and share approaches, tools, and best practices that strengthen the broader CS organization
• Help develop scalable playbooks, processes, and programs that improve how Corelight delivers customer outcomes across EMEA and globally

• Ability to translate technical capabilities and security use cases into business value and measurable customer outcomes
• Strong executive presence and the ability to build credibility with both senior business leaders and highly technical security teams
• Experience navigating complex customer organizations and influencing across multiple teams without direct authority
• Familiarity with customer success and business systems such as Salesforce, Gainsight, Totango, Jira, or similar platforms
• A track record of driving customer adoption, retention, and long-term value across complex, multi-stakeholder environments
• Experience working with large multinational organizations and customers across EMEA is highly valued. Additional cybersecurity expertise or certifications such as CISSP or CISM are a plus
• A data-informed approach to customer success, including experience using customer health, adoption, engagement, and commercial signals to guide account strategy
• Bachelor’s Degree or MBA or advanced technical certifications
• 8+ years of experience in Customer Success, Technical Account Management, Professional Services, or a related customer-facing role within cybersecurity, enterprise software, or complex B2B SaaS
• Experience mentoring peers, leading cross-functional initiatives, or contributing to the development of Customer Success programs and best practices
• Working knowledge of modern security operations and technologies such as NDR, SIEM, EDR, network security, and SOC workflows
• Experience owning relationships with large, complex enterprise customers and managing high-value recurring revenue portfolios
• Strong judgment in identifying account risk, managing escalations, and coordinating cross-functional resources