Cyber Security Success Manager / Head of Success Delivery – London, Reading & BracknellReference Number: Cyber Security Success ManagerSalary: £90,000 – £115,000, plus senior executive packageSector: Cyber Security and Emerging TechnologiesIn this role, you will work closely with CISOs, CS Architects, CS Engineers, and Dev/Operations teams within mid-to-large enterprises. As a Customer Success Manager (CSM), you are an integral individual in our customers' adoption of CS/security integrations. You will act as a first line contact, establishing relationships and ensuring best practices within their secure environments. You will have in-depth knowledge of indicators of success, leveraging data and your analytical aptitudes to guide changes, updates, and improvements.
You'll be customer facing, a problem solver, with a highly technical and relevant background and extensive commercial and financial acumen. Used to working under pressure, to deadlines and resolving issues in the high-pressure environment of cybersecurity.
Cyber Security Success Manager Professional Experience Minimum 7+ years' experience managing, developing and where necessary recruiting teams of Success Managers. Remotely managing and driving successful 'best customer practice.'5 years minimum working in pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption.Previous experience with a SaaS solutions company and/or an enterprise software company.Experience working in cybersecurity AND/OR with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure).Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers.Highly data-driven with a dedication to following process.Passionate about driving and tracking a consistent engagement process with all customers in your portfolio.Cyber Security Success Manager Industry Experience Lead client's onboarding experience, adoption, and expansion across a range of relationships.Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to remediate client concerns.Develop a strong partnership with customer shareholders, channel partners, and stakeholder partners to drive product adoption.Be a customer advocate in influencing product roadmap and improvements.Coach clients on how to establish and implement their Cyber Security governance and excellence programs.Identify and escalate risks to the customer and support team to achieve client success.Gain deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments.Address and associate business benefits to align with emerging and evolving needs.Monitor key performance metrics like customer satisfaction, renewal rate, upsell, lead identification, reference-ability, adoption, consumption, customer engagement and renewal likelihood.Professional Experience Minimum 7+ years' experience managing, developing and where necessary recruiting teams of Success Managers. Remotely managing and driving successful 'best customer practice.'5 years minimum working in pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption.Previous experience with a SaaS solutions company and/or an enterprise software company.Experience working in cybersecurity AND/OR with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure).Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers.Highly data-driven with a dedication to following process.Passionate about driving and tracking a consistent engagement process with all customers in your portfolio.Have experience of being involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised/sought out.
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