Customer Success Manager, Commercial

Software development is changing fast, and code is no longer written by humans alone. Secure Code Warrior is the AI Software Governance platform that gives organizations visibility into how their software is created, strengthens developer capability, and reduces risk before code reaches production. Built on a decade as the world's leading secure coding training platform, we're trusted by enterprises worldwide. We're a venture-backed company with offices in Australia, the United States, Belgium, Iceland, and the United Kingdom.

Join Secure Code Warrior and help us in our mission to create a safer digital landscape. We're empowering organizations to secure their software-no matter how the code is written!

Based in or near London with the flexibility for periodic office presence and occasional travel for on-site customer engagements.

Commercial Customer Success Managers at Secure Code Warrior take our customers from ordinary to extraordinary through a personalized success journey that guides, coaches, and nurtures their organization through maximum engagement and adoption, resulting in best in class cybersecurity practices.

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.

What You'll Do

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

What You'll Bring

• 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

You're joining us at an exciting stage of our journey, and you're a key piece to what comes next. Expect real room to create impact and deliver on your ideas. The pace is quick and the bar is high; in return, you get genuine ownership and the kind of growth that only comes from building something that matters.

We also know you do your best work when you're rested and energized. Flexibility here runs on trust: we trust you to deliver when it counts, and we trust you to take the time you need to recharge. With teammates around the world, your hours can flex to fit your life, backed by generous leave and work from home options that help you make work work for you.

You'll join a tight knit team that values humility and giving back, both to the community and to each other. Making the world a little brighter as we make it more secure is part of being a Warrior.

We live and work by the Warrior Code. It means getting feedback you can trust, shared without fear. It means no genius jerks: how you treat people counts as much as what you deliver. We do what we say we'll do, we celebrate the wins properly, and we do the right thing even when no one's watching. Come as you are, bring your best, and we'll do the same.