Customer Success Manager

We’re working with a high-growth SaaS business in the cybersecurity space that’s expanding its Customer Success team to support a growing customer base. They’re looking for a Customer Success Manager to help drive revenue retention, logo retention, and expansion across SMB and Mid-Market customers. This role is well suited to someone early in their Customer Success career who already understands the fundamentals of renewals and account growth and is ready to take on more ownership within a fast-moving SaaS environment.

What you’ll be doing Managing a portfolio of SMB and Mid-Market customers Owning renewals, revenue retention, and logo retention across your book of business Identifying and managing upsell opportunities within existing accounts Supporting customer adoption and ensuring ongoing value realisation Acting as a key point of contact for customers throughout the lifecycle Managing renewal timelines, forecasting outcomes, and maintaining accurate account data Communicating clearly with customers around performance metrics, usage, and outcomes Working closely with Sales, Support, and Product teams to resolve issues and support growth Contributing to the development of Customer Success processes and best practices

What we’re looking for 1–2 years’ experience in Customer Success, Account Management, or a related role within a SaaS environment Experience managing renewals, revenue retention, and customer expansion Exposure to upselling and cross-selling within an existing customer base Strong communication skills, both written and verbal Comfort working with core CS metrics such as ARR, churn, renewal rate, and retention Organised, detail-oriented, and able to manage multiple accounts and priorities Comfortable operating in a fast-paced startup or scale-up environment

What you’ll get Opportunity to grow within a scaling SaaS cybersecurity business Hands-on experience owning renewals and expansion conversations Supportive environment with coaching and development Exposure to commercial aspects of Customer Success Clear path for progression as the Customer Success team grows