- Company Name
- AlgoSec
- Job Title
- Customer Success Manager (Technical), UK
- Job Description
-
Job Title: Customer Success Manager (Technical)
Role Summary:
Technical Customer Success Manager responsible for post‑sale adoption, value realization, and expansion of enterprise customers using cybersecurity solutions. Acts as a strategic advisor, managing enterprise‑level accounts, ensuring successful implementation, and driving renewal and growth opportunities.
Expectations:
- Own a portfolio of enterprise accounts, delivering measurable adoption and satisfaction metrics.
- Collaborate with Sales, Technical Services, Product, and Engineering to align customer goals with product road‑map.
- Maintain proactive engagement through executive reviews and high‑value touchpoints.
- Travel up to 50 % as needed to meet client engagements.
Key Responsibilities:
- Develop and execute tailored success plans that translate product use cases into tangible business outcomes.
- Monitor adoption health using quantitative metrics; produce quarterly improvement plans.
- Partner with Renewals to link adoption data to renewal negotiations; flag churn risk early.
- Identify and quantify expansion (upsell/cross‑sell) opportunities in collaboration with sales and product.
- Lead Executive Business Reviews, presenting insights and value‑add recommendations.
- Author use‑case documentation, success stories, and lessons learned for internal knowledge base.
- Advocate for customer voice across the organization, ensuring alignment of needs with product strategy.
- Conduct best‑practice workshops and strategic guidance on network security, governance, and compliance.
- Manage high‑stakes conversations, escalations, and executive stakeholder relations.
Required Skills:
- 5+ years in Customer Success or related enterprise SaaS roles, preferably in cybersecurity or systems integration.
- Proven experience managing enterprise‑level accounts with documented success metrics.
- Deep understanding of network security, governance, risk & compliance frameworks, and security technologies (firewalls, IDS/IPS, SDN, LDAP, Radius).
- Technical proficiency with APIs (Java, REST), cloud architectures (public/private/hybrid, AWS VPC), and networking protocols (TCP/IP v4, VRF, routing).
- Strong consulting, project management, and data‑driven decision‑making abilities.
- Excellent communication, executive presence, and capability to conduct client‑facing engagements.
- Ability to work in a fast‑paced, dynamic environment and adapt to change.
- Willingness to travel up to 50 %.
- Fluent in English (additional French/Spanish/Italian a plus).
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or related field.
- Relevant certifications (e.g., CCNA, CCNP, CISSP, CISM, or AWS Certified Solutions Architect) are considered a strong advantage.