Commercial Customer Success Manager

Requirements

• 4+ years of experience in Customer Success, Account Management, or related role in B2B SaaS
• Strong stakeholder management skills with ability to influence at all organisational levels
• Data driven mindset with ability to translate metrics into actionable insights and business value
• Excellent communication and presentation skills
• Proactive mindset with the ability to anticipate customer needs and identify potential risks before they impact the business
• Resourceful problem solver who thrives in fast paced, collaborative environments
• Passion for technology and cybersecurity (experience in developer tools or security solutions is a plus)
• Self motivated with a track record of exceeding retention and growth targets

What the job involves

• As a Customer Success Manager at Secure Code Warrior, you'll transform customers from ordinary to extraordinary by delivering personalised success journeys that drive maximum engagement, platform adoption, and best in class cybersecurity practices
• You are a strategic partner and passionate advocate who demonstrates measurable business value to customers at every touchpoint
• Your stakeholder management expertise and resourcefulness enable you to collaborate across teams, solve complex challenges, and consistently exceed customer expectations

Strategic Account Management

• Own the vision and strategic success plan for a portfolio of mid market and SMB customers, driving product adoption, retention, and revenue growth
• Build and maintain multi level relationships within customer organisations, from program managers to C suite decision makers
• Conduct regular Executive Business Reviews showcasing metrics, ROI, outcomes, product roadmap updates, and usage optimisation strategies

Customer Onboarding & Enablement

• Implement scalable onboarding and success motions that integrate processes, educational content, and data driven insights
• Operationalise clear success criteria and track performance metrics throughout the customer lifecycle
• Develop best practices that accelerate time to value

Cross functional Collaboration

• Partner closely with Sales and Renewals teams on account strategies, expansion opportunities, retention forecasting, and risk mitigation
• Collaborate with Product, Marketing, and Support teams to advocate for customer needs and drive product improvements
• Foster collaboration within the Go-To Market organisation and across your customer base

Growth & Retention

• Monitor customer health data and proactively identify opportunities for expansion and potential risks
• Drive contract renewals and expansion revenue through demonstrated value and strong customer advocacy
• Mitigate churn through early intervention, escalation management, and cross functional resource orchestration
• Cultivate customer champions who serve as references and advocates for Secure Code Warrior

You're joining us at an exciting stage in our journey, and are key to our future success. You'll have the opportunity to create impact, deliver on your ideas, and use your spark; experience and expertise to help us live long and prosper