- Company Name
- AlgoSec
- Job Title
- Customer Success Manager (Technical), UK
- Job Description
-
**Job Title:** Customer Success Manager (Technical)
**Role Summary:** Strategic and technical advisor focused on driving adoption, optimizing value realization, and ensuring long-term success of enterprise cybersecurity software solutions. Partners cross-functionally to align customer needs with product capabilities.
**Expectations:** Own customer lifecycle post-sales; drive satisfaction, retention, and growth through proactive relationship management, technical expertise, and strategic guidance.
**Key Responsibilities:**
- Develop and execute customer success plans to accelerate solution adoption and value realization.
- Monitor adoption health, identify gaps, and implement improvement strategies.
- Collaborate with sales, technical, and engineering teams to support renewals, mitigate churn risks, and identify upsell/cross-sell opportunities.
- Act as a trusted technical advisor, providing best practices, strategic insights, and executive-level engagement (e.g., business reviews).
- Document use cases, success metrics, and feedback to enhance organizational processes and knowledge sharing.
**Required Skills:**
- 5+ years in customer success, enterprise software, or equivalent roles (security/systems integration preferred).
- Expertise in network security (firewalls, governance, compliance), cloud infrastructure (public/private/hybrid), and security technologies (IDS/IPS, APIs).
- Strong consulting, project management, and data-driven problem-solving abilities.
- Proven success managing enterprise customers with measurable outcomes (renewals, expansion).
- Customer-focused communication, resilience in dynamic environments, and ability to handle high-stakes escalations.
- Proficiency in technical domains such as TCP/IP, routing, VRF, and firewall policies.
**Required Education & Certifications:**
- Bachelor's degree or equivalent experience in IT, cybersecurity, or related field.
- Demonstrated experience with enterprise cybersecurity platforms. No specific certifications required, but familiarity with tools like Salesforce/Gainsight is advantageous.