Customer Success Manager

Posted 21 May 2024
LocationUnited Kingdom
Job type Permanent
Discipline CTI
Contact NameNtinga Mpiko

Job description

Customer Success Manager | Cyber Threat Intelligence (CTI) | UK / Netherlands
Trident Search are partnered with a well-recognised name within Cyber Threat Intelligence. We have an opportunity within this scale-up vendor to join as a Customer Success specialist. You will be the domain expert within the business, helping their customers get maximum satisfaction from the product.
Your Upcoming Challenge:
In this role, you will drive customer success within the UK and European region. You will be the focal point for all customer needs, developing a deep understanding of their business and helping align our customers’ solutions with their needs. As their trusted advisor, you will keep them engaged and educate them on best practices that will enable them to drive stronger usage of our customers platform. You will be the voice of the customer within the organization and work in unison with other teams in order to deliver a world-class customer experience.
The Role:
  • Maintain a real-time understanding of your customers and their adoption of our platform.
  • Identify business opportunities and encourage, build & pursue customer growth.
  • Act as key point of contact for customer relationships - manage relationship with clients’ stakeholders from senior leadership through middle management and users. Escalate where needed, and follow-up promptly to ensure customer expectations are exceeded.
  • Contribute to positive customer experience - take full E2E accountability for meeting business results, increase usage, renewals and drive long-term customer satisfaction.
  • Continuously introduce the costumer with new technologies and capabilities, ensuring the value that clients maximize their return on investment and utilize the system.
  • Be the leading advocate for our customers solutions within the customer organization - inspire the customers to think strategically about how the platform can support their needs and enable customers on best practices.
  • Be the customer’s voice within the business to ensure the platform scales with customers’ best interest, while keeping business goals in mind.
The Person:
  • Minimum 5 years of experience in Account Management/Success within a Cyber Threat Intelligence vendor OR Experience with a Technical Cyber Threat Intelligence role now wanting to take the next step in your career to be a domain expert with customer facing duties.
  • Investigative / Analyst/ intelligence background – a must.
  • Experience in developing processes for increasing customer satisfaction, adoption, usage and retention.
  • Experience working with Enterprise, Government & Defence or intelligence customers is an advantage
  • Both a strong team player and a self-starter.
  • Excellent communication skills: great communicator, ability to connect and build long-lasting relationships and trust with customers.
  • Willingness to regularly travel throughout the assigned region.
Apply to find out more!