Customer Success Manager

Location: UK (Hybrid /Leeds)
Reporting To: Chief Revenue Officer (CRO)
Sector: Cyber Security | Managed IT Services | Compliance Technology
Type: Full-Time, Permanent

About the Opportunity

We are a growing technology business that helps organisations improve their security, compliance, and operational resilience through a range of subscription-based technology solutions and managed services.

Our approach combines technical expertise, consultative customer engagement, and long-term partnership management. We work with organisations across multiple sectors, helping them maximise value from their technology investments while protecting their businesses from emerging risks.

As we continue to expand, we are looking for a Customer Success Manager to join our commercial team and take ownership of an established portfolio of customer accounts.

The Role

This role is focused on developing and growing existing customer relationships. You will act as a trusted advisor, ensuring clients achieve maximum value from their solutions while identifying opportunities to expand services and strengthen long-term partnerships.

You will manage the customer journey from onboarding and adoption through to renewals and account growth, working closely with technical and service delivery teams to ensure an exceptional customer experience.

Key Responsibilities

• Manage and develop a portfolio of existing customer accounts.
• Build strong relationships with key stakeholders across client organisations.
• Conduct regular account reviews and customer success meetings.
• Monitor customer health, satisfaction, and engagement levels.
• Drive retention and renewal activity across your portfolio.
• Identify and develop upsell and cross-sell opportunities.
• Collaborate with technical teams to align solutions with customer needs.
• Manage contract renewal discussions and commercial negotiations.
• Maintain accurate account information and activity within the CRM system.
• Provide customer feedback and market insights to support business improvements.

Requirements

Essential Experience

• Proven experience in Customer Success, Account Management, or Client Relationship Management.
• Background within Cyber Security, Managed Services, IT Services, SaaS, or similar technology sectors.
• Experience managing a portfolio of customer accounts with responsibility for retention and account growth.
• Strong understanding of subscription-based or recurring revenue business models.
• Demonstrable success in achieving renewal, retention, or customer growth targets.
• Ability to discuss technology solutions confidently with both technical and non-technical stakeholders.
• Strong presentation, communication, and stakeholder management skills.
• Experience using CRM platforms and managing customer pipelines effectively.

Desirable

• Knowledge of cyber security products, managed IT services, or compliance-focused solutions.
• Experience working within a fast-growing technology business.
• Commercial awareness and an understanding of customer lifetime value metrics.