Customer Success Manager, Commercial
Secure Code WarriorJob Description
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.
Responsibilities
What You'll Do
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
What You'll Bring
4+ years of experience in Customer Success, Account Management, or related role in B2B SaaS
Strong stakeholder management skills with ability to influence at all organisational levels.
Data-driven mindset with ability to translate metrics into actionable insights and business value
Excellent communication and presentation skills
Proactive mindset with the ability to anticipate customer needs and identify potential risks before they impact the business
Resourceful problem-solver who thrives in fast-paced, collaborative environments
Passion for technology and cybersecurity (experience in developer tools or security solutions is a plus)
Self-motivated with a track record of exceeding retention and growth targets
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