Customer Success Manager

Customer Success Manager

£70,000 - £100,000 pa

Remote (Offices in Belfast)

Ideally Bilingual (English & French/German/Italian)

Our client is currently recruiting for a remote working Customer Success Manager / Technical Account Manager. As the technical Customer Success Manager, you will be responsible for the overall success of a portfolio of Enterprise/Mid-Market customers as well as leading clients’ value realization journey, coordinating a cross-functional team that spans Sales, Services, Support, Engineering, Product Management and others.

You will be one of the primary technical points of contact for clients; working hand-in-hand with technical staff and executives on improving the performance, reliability, and business value of our products. You will also act as the voice of the customer to escalate problems and to drive prioritization of business needs for our customers. Your success in this role means higher customer satisfaction, retention and expansion.

Experience required:

• 2+ years of experience working as a CSM or TAM at a B2B SaaS company
• 2+ years of experience working with complex application security technology products and/or continuous integration environments
• Solid understanding of modern SDLC and software engineering practices including Agile, CI/CD and DevSecOps
• Knowledge of CI tools such as Jenkins
• Knowledge of application security and application security vulnerabilities and an understanding of the security market preferred
• Background in multiple disciplines is a plus: sales engineering, business consulting, project/program management, business operations, software development and deployment,
• 
Exceptional customer focus and bias for action
, ability to translate customer business issues and goals and issues into actionable plans and solutions. Demonstrated ability to adapt to new technologies and learn quickly
• Exceptional verbal and written communication skills, including the ability to lead and facilitate meetings and presentations, create content for documentation deliverables
• Be mobile and be able to travel to client locations as needed
• Experience working on enterprise accounts (with ASP in $100k+ range)
• Experience working closely with VP+ level executives at customers
• Experience with these types of engagements with customers:
• Executive business reviews
• Training
• Creating structured programs to drive adoption at low-usage accounts
• Creating & executing against a Success Plan/Project Plan
• Proactive engagement based on insights from data
• Influencing change in complex organizations
• Comfortable in fast-paced environment; does not get stressed easily
• Process-focused, with strong problem-solving ability -- always looking for smarter, better ways to achieve a goal
• At ease demonstrating product functionality; ability to provide comprehensive overview of key business use cases
• Exercises listening / takes a thoughtful approach to addressing customer pain points
• Bachelor degree or significant relevant business experience required. Business or technical degree preferred

If you feel you have the experience required for this role please do apply now.