Lead Customer Success Manager

My client is a seed vendor that has just received funding and they're looking to add a CSM function their UK team. It's an exciting opportunity to join a fast growing security vendor. This is the first CSM hire to be based in the UK and help build out the global operations. Lead Customer Success ManagerJob DescriptionCreate and implement Customer Success process and practice, from scratch. Design efficient internal process to collaborate with wider teams as well as customer facing processes.Engage with customers, and partners during Proof of Concept/Proof of value stage to ensure business objectives are being met.Thought Leadership: As the first dedicated CSM hire, demonstrate and inspire thought leadership which drives cross functional collaboration, improvements to Customer Success practices and accelerated customer value realization.Customer Relationship Management: Develop and nurture strong, long-lasting relationships with key customer stakeholders; understanding their business needs and objectives.Responsible for the health of the assigned accounts and ensure customers continue to stay and grow, and realize the full value of their investment in the technology.Develop meaningful relationships with key stakeholders within the customer as well as wider internal teams (Sales, Customer Success, R&D and Support Engineering)Own and orchestrate post sales motion, including conducting QBRs, product adoption maturity assessments.Mitigate Churn: Monitor product usage and adoption and identify potential areas of concern and develop mitigation plans, ensuring a high renewal rate.Upsell: Identify opportunities for additional licenses, features and services within existing accounts and actively lead these efforts to successful closureCustomer Advocacy: Identify and recruit satisfied customers to become advocates, participate in case studies and user communities.Product Expertise: Demonstrate an in-depth understanding of the platform, enabling you to provide expert guidance and insights on how to maximize the value of the product offeringsExperience requiredDomain knowledge within cybersecurity with experience working in a role supporting customers with queries and ability to triage and escalate to wider teams.Proven experience in customer success within the SaaS industry, ideally working within a cybersecurity vendor in a start-up type environment, building processes and leading a team/CS function.Demonstrated experience developing customer success plans and enabling customer defined value to be realized.Understanding of penetration testing, vulnerability management, attack surface management and/or related technology areas is highly beneficial.Ability to manage a portfolio of accounts of various sizes in a fast-paced, dynamic environment.Channel friendly – experience working and collaborating with partners on customer opportunities.Able to operate effectively both independently and within a team.Takes initiative, intellectually curious, and has a strong desire to learn.Excellent communication, negotiation, and presentation skillsStrong analytical and problem-solving abilitiesResults-driven with a track record of meeting and exceeding customer success targets:Please only apply if you have worked at a cyber security vendor and supported building a team.Thankyou