Job description

Role overview

This is a strategic Customer Success position supporting enterprise clients in getting maximum impact from an advanced AI-based security automation platform. You will serve as a trusted partner to key accounts, helping customers adopt the product effectively, stay engaged, and realise long-term value. The role involves working with senior security and technology leaders to turn platform capabilities into clear business results. It blends customer success, product collaboration, and commercial support, with a strong focus on data-led decision-making and growth. The role contributes directly to customer satisfaction and revenue outcomes across the EMEA region.

Customer success accountabilities

Take ownership of the full post-sale journey for enterprise customers, from onboarding through adoption, retention, and expansion.
Improve customer health, satisfaction, and revenue retention by spotting risks early and identifying growth opportunities.
Use product activity data, health scoring, and predictive insights to track engagement and reduce churn risk.
Develop trusted relationships with executive sponsors, security stakeholders, and operational decision-makers.
Run strategic business reviews with customers using measurable insights and value-focused communication.
Work closely with Sales to support renewals, upsell activity, and broader account growth plans.
Ensure smooth transitions from Sales into Customer Success and guide customers through successful onboarding and adoption.
Collaborate with Product and Support to resolve issues, raise urgent cases, and improve the overall customer experience.
Keep CRM records, success plans, and engagement tracking accurate and up to date.
Continuously refine customer success processes using automation, AI-enabled workflows, and stronger operational practices.

Requirements

At least 5 years of experience in B2B SaaS, including 3 or more years managing enterprise accounts in Customer Success.
Background working with complex technical platforms; experience in cybersecurity or security operations is strongly preferred.
Hands-on experience with CRM tools such as Salesforce and customer success platforms like Gainsight, Totango, or Planhat.
Ability to use customer analytics, product usage insights, dashboards, and health scoring models effectively.
Proven experience building relationships with senior stakeholders and executive decision-makers.
Strong communication, presentation, and relationship management capabilities.
Analytical approach with the ability to turn data into practical customer actions.
Comfort working in fast-moving, high-growth SaaS environments with changing priorities.
Exposure to AI tools, automation, or predictive analytics in Customer Success is an advantage.
Ability to work across Sales, Product, Support, and Operations teams.
Must be located in the UK or a European country and legally eligible to work there.

Perks and benefits

Competitive pay package, including stock options.
Fully remote working arrangement within the UK and wider European region.
Training and professional development support.
MacBook Pro and all required equipment provided.
Collaborative culture with a strong focus on innovation and teamwork.
Exposure to advanced AI-driven security technology.
Opportunities to participate in volunteer and community initiatives.
Fast-paced role with meaningful ownership and real business impact.
Inclusive global team with members across multiple countries and cultures.

Application and hiring process

This role is posted on behalf of a partner organisation, which handles applications and all subsequent hiring steps. Applications are reviewed through an AI-assisted matching process designed to assess candidates fairly and quickly against the role’s core requirements. A shortlist is shared with the hiring company, while interviews, assessments, and final hiring decisions are managed internally by that employer.

Data privacy and processing notice

By submitting an application, you agree that Jobgether may process your personal information to assess your suitability for the role and share relevant details with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You may exercise your rights to access, correct, delete, or object to processing at any time.

Artificial intelligence tools may be used to support parts of the recruitment workflow, including application review, resume analysis, and response assessment. These tools assist the recruitment team but do not replace human judgement, and final hiring decisions are made by people. For further information about data handling, you may contact the recruiter.

Customer Success Manager