Customer Success Manager, Commercial

Commercial Customer Success Managers at Secure Code Warrior take our customers from ordinary to extraordinary through a personalized success journey that guides, coaches, and nurtures their organization through maximum engagement and adoption, resulting in best-in-class cybersecurity practices.

As a Customer Success Manager at Secure Code Warrior, you'll transform customers from ordinary to extraordinary by delivering personalised success journeys that drive maximum engagement, platform adoption, and best-in-class cybersecurity practices.

You are a strategic partner and passionate advocate who demonstrates measurable business value to customers at every touchpoint. Your stakeholder management expertise and resourcefulness enable you to collaborate across teams, solve complex challenges, and consistently exceed customer expectations.

Strategic Account Management

Own the vision and strategic success plan for a portfolio of mid-market and SMB customers, driving product adoption, retention, and revenue growth

Build and maintain multi-level relationships within customer organisations, from program managers to C-suite decision-makers

Conduct regular Executive Business Reviews showcasing metrics, ROI, outcomes, product roadmap updates, and usage optimisation strategies

Customer Onboarding & Enablement

Implement scalable onboarding and success motions that integrate processes, educational content, and data-driven insights

Operationalise clear success criteria and track performance metrics throughout the customer lifecycle

Develop best practices that accelerate time-to-value

Cross-functional Collaboration

Partner closely with Sales and Renewals teams on account strategies, expansion opportunities, retention forecasting, and risk mitigation

Collaborate with Product, Marketing, and Support teams to advocate for customer needs and drive product improvements

Foster collaboration within the Go-To-Market organisation and across your customer base

Growth & Retention

Monitor customer health data and proactively identify opportunities for expansion and potential risks

Drive contract renewals and expansion revenue through demonstrated value and strong customer advocacy

Mitigate churn through early intervention, escalation management, and cross-functional resource orchestration

Cultivate customer champions who serve as references and advocates for Secure Code Warrior