Customer Success Manager - Equity Only

Please note this is initially an equityonly 100% remote parttime role (68 hours PW flexible).

Our client is a cuttingedge technology company that provides scalable secure and efficient solutions for cloud computing and data management. They are at the forefront of cybersecurity and compliance innovation empowering businesses to leverage the latest technological advancements to mitigate risk optimise operations and drive growth. They have played a pivotal role in helping to drive digital transformation initiatives for the payments and settlement fintech regtech central banking ecommerce insurance and online government verticals. With a passion for innovation and a demonstrated history of client achievements across multiple jurisdictions they have embarked on an exciting shift to digital operational resilience and compliance fuelled by their commitment to technological innovation.

Looking to build on your track record in the rapidly evolving AI and cyberspace

In this fastchanging digital era technology is reshaping entire sectors disruption is rampant and standing still is not an option. You will help execute our clients strategic roadmap lead the delivery of nextgeneration AIpowered solutions and be immersed in a highly collaborative environment.

Role Overview

As the Customer Success Manager for our client you will play a vital role in ensuring their customers longterm satisfaction and success. You will lead a highperforming support team cultivate strong relationships with key clients and work crossfunctionally to advocate for their customers needs. Your efforts will directly influence customer retention satisfaction and product adoption. The role will report to the Director of Customer Success and will work closely with them to deliver visible and measurable outcomes.

Key Responsibilities

• Proactively engage and respond to customers across multiple platforms (e.g. Zendesk HubSpot ClickUp)
• Understand customer needs resolve issues efficiently and drive usage and adoption of their SaaS products.
• Liaise effectively with internal and external seniorlevel stakeholders.
• Share customer insights to influence strategic decisions improve processes and drive growth.
• Work with internal teams to resolve all customer issues.
• Prioritise and manage incoming support requests to ensure timely resolution.
• Participate in an oncall rotation to address urgent customerfacing issues.
• Develop trusted advisor relationships with key accounts.
• Deliver personalised support and guidance that drives retention loyalty and customer satisfaction.
• Collect and analyse customer feedback to identify common trends and areas for improvement.
• Advocate internally for customer needs influencing product and service enhancements.
• Design and implement onboarding programs to ensure smooth customer adoption.
• Develop and deliver training materials best practice guides and education sessions to help customers maximise product value.

• 3 years of experience in a Customer Success or Support leadership role
  preferably within a Cyber / Risk SaaS environment.
• Strong interpersonal and communication skills with the ability to manage
  relationships at all levels.
• Proven experience with Zendesk Asana and Salesforce (or comparable
  platforms).
• Demonstrated ability to lead teams manage projects and prioritise
  effectively.
• Customercentric mindset with a proactive approach to problemsolving.
• Experience developing training programs and onboarding flows is a plus.
• Flexibility to participate in an oncall support rotation as needed.

Comp & Benefits

• Competitive equity package.
• Opportunity to work with cuttingedge technologies and innovative solutions.
• Flexible work environment they are a remotefirst company.
• Career development and growth opportunities.
• Dynamic and collaborative team culture.