US Customer Success Manager

Pimloc Ltd; Greater London; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading privacy tech company in the UK is seeking a Customer Success Manager to drive client adoption and satisfaction. The successful candidate will ensure customers derive maximum value from the platform. Ideal applicants will possess 3+ years of experience in customer success, particularly within B2B enterprise SaaS environments. This remote role offers a competitive salary and comprehensive benefits.

Benefits

Competitive salary

Equity

Comprehensive benefits

Qualifications

• 3+ years in Customer Success, preferably with B2B enterprise SaaS.
• Proven ability to build rapport with technical and executive stakeholders.
• Experience with troubleshooting technical challenges.

Responsibilities

• Monitor usage, adoption, and satisfaction metrics.
• Manage scope, budget, timeline, and resources.
• Identify upsell/cross-sell opportunities.
• Onboard new customers and nurture long-term partnerships.
• Analyze usage patterns and deliver targeted coaching.

Skills

Customer success management

Relationship building

Problem-solving

Communication skills

Technical troubleshooting

Education

Bachelor’s degree or equivalent experience

Job description

About us

Pimloc is building a multimodal privacy and intelligence platform to unlock the value in mass-scale audio, video and text, whilst protecting the interests of people and their freedoms.

We believe that private and public organizations can leverage mass-scale data to:

• Improve physical security and safety
• Provide more accountability and transparency
• Optimize business operations, and
• Support wider data sharing, learning and collaboration

all whilst respecting people's privacy, and allowing businesses to stay compliant.

The risks and expectations associated with surveillance have fundamentally shifted and are constantly growing - we are unknowingly giving away our freedom by walking down the street, entering a store, going to work or watching a game.

This is why we created Secure Redact - a platform that allows companies to use and manage video safely, by protecting people's data.

The Secure Redact platform blends world-class automation with powerful user application tools that provide flexibility and control to complete even the most complex tasks to a very high level of accuracy and efficiency. It can be accessed directly online for self-serve users through www.secureredact.ai, or through automated APIs and a range of integration partners.

Pimloc is currently working across diverse sectors, including: Public Safety, Transport, Healthcare, Retail, Education and many others. These sectors are relying on Pimloc's services to deal with data protection compliance, and to maintain trust in their operations with the public, customers and employees.

The market opportunity is vast and growing, with an exciting product roadmap and expansion plan in place. Pimloc has backing from Tier One investors and leading advisors, and is now looking to expand core areas of the team.

We are looking for a few great people who can make a material difference to Pimloc's future and to support our mission to responsibly unlock value in the world's multimodal data.

The Role

Pimloc is recruiting for a driven, proactive, customer-obsessed Customer Success Manager to join our US team and help fuel our growth in a rapidly evolving market.

As a US-based Customer Success Manager, you’ll own the post-sale c ustomer journey, ensuring clients achieve maximum value from Pimloc’s platform. You’ll act as a trusted advisor, driving adoption, retention, and e xpansion while collaborating cross-functionally to deliver exceptional outcomes.

Key Responsibilities

• Own customer health: Proactively monitor usage, adoption, and satisfaction metrics to maintain high renewal rates and identify at-risk accounts.
• Lead successful implementations: Manage scope, budget, timeline, resources, and stakeholder relationships to deliver on-time, on-budget launches.
• Drive revenue growth: Identify upsell/cross-sell opportunities within existing accounts and partner with Sales to expand revenue.
• Build trusted relationships: Onboard new customers, nurture long-term partnerships, and serve as their primary consultant on security, compliance, and optimization strategies.
• Boost product adoption: Analyze usage patterns, deliver targeted coaching/training, and support the creation of enablement content (FAQs, how-to videos) to improve utilization.
• Advocate for the customer: Gather requirements, elevate feature requests, and collaborate with Product & Leadership to prioritize roadmap items.
• Share best practices: Guide clients on technology deployment, processes, and rollout strategies tailored to their environment.
• Stay ahead of innovation: Deeply understand Pimloc’s evolving AI and privacy tech; adapt strategies and contribute to internal knowledge sharing.

Ideal Candidate would have

• Bachelor’s degree or equivalent experience required.
• 3+ years in Customer Success, preferably with B2B enterprise SaaS (video security, privacy, or compliance solutions a plus).
• Proven ability to build rapport with technical and executive stakeholders; articulate complex solutions that align with business and technical needs.
• Collaborative problem-solver: Comfortable bridging Sales, Product, Support, and client teams to resolve issues and deliver value.
• Hands-on experience troubleshooting technical challenges (APIs, integrations, cloud environments) through to resolution.
• Travel-ready: Willing to travel up to 25% for onsite training, QBRs, or critical engagements (when required).
• Exceptional communicator: Excellent verbal, written, and presentation skills. Additional languages (Spanish, French, etc.) are a strong asset.

What we offer

• Fully remote, US-based role.
• Work with cutting-edge AI privacy tech used by global enterprises.
• Collaborative, high-impact team with direct access to leadership.
• Competitive salary, equity, and comprehensive benefits.

This is a great chance to join a growing company with a dynamic culture, exciting market and outstanding technology, backed by world-class investors. We live by our brand values: Trusted, Independent, Ingenious and Eclectic.