Customer Success Manager

Searchlight Cyber Ltd•Portsmouth, NH

53d

About The Position

Searchlight and Assetnote are dedicated to providing world class and useful tools to our customers. The customer success team is responsible for ensuring that customers get the best experience and results from using our tools. As a Customer Success Manager, you will be at the forefront of this mission representing the company and helping customers achieve their goals and providing feedback to the organization on how to refine and improve our products and customer experience. As a trusted advisor, you will work closely with our clients to drive customer engagement, retention, and expansion by ensuring they successfully adopt our solutions, mitigate risks, and optimize their security posture. You will collaborate cross-functionally with the other functions of the Customer Success team (Account Management and Technical Support) as well as be the customer advocate internally and interact with many other teams within the business to ensure our customers get the best outcome from our products. You will be involved throughout the customer journey from initial onboarding, through implementation and exploring new use cases. When not supporting customers will be required to work with the Threat Intelligence and Product Teams to provide user feedback on data sources and the products and help add value to the products from a customer and user perspective. This will be based in the UK focused on supporting customers across the UK, Europe and the Middle East. However you may also support activity in the US or other regions as well. There may be some travel required from time to time for team meet ups and customer site visits. You will report to the VP, Customer Success based in Sydney, Australia.

Requirements

A background in being a cyber threat intelligence operator in a commercial or government setting (preferred)
Strong communication skills and an empathy for customers
Driven self starter that can work independently but also work closely with the broader customer success team and other teams internally.
Experience in a technical or Engineering role, ideally in Cyber Security, intelligence or offensive security backgrounds.
Experience supporting government and law enforcement customers, in depth knowledge of their needs and use cases, buying processes, and relevant industry knowledge.
Excellent customer facing skills, confident in negotiation, demonstration and customer support with stakeholders of all levels
Passion and knowledge for the cyber security market, covering areas such as the Darkweb, Threat Intelligence, Incident Response

Responsibilities

Customer Success Planning: Develop and execute success plans tailored to each customer’s business objectives and security needs.
Proactive Engagement: Monitor customer health metrics, identify risks, and take proactive measures to drive retention and minimize churn.
Renewals & Expansion: Work closely with the Account Management team to manage renewals and identify opportunities for upselling or cross-selling additional solutions.
Customer Advocacy: Serve as the voice of the customer, providing feedback to product and engineering teams to improve our solutions as well as collaborating with the technical support team to provide additional context on requests and ensure the best outcome for the customers.
Customer onboarding: You will be expected to ensure that customers are fully onboarded and able to use the tools to fulfill their requirements.
Training: Searchlight provides training for onboarding and for many different use cases throughout the life of the contract. The CSM will manage and run any additional training requirements of our customers.
On-going support: You can expect to conduct regular cadence calls, communicate new features and best practices, provide technical support; ultimately ensuring our customers see success. You will need to gather customer requirements, analyse interactions with customers to understand the customer sentiment, help resolve issues and drive value from the products. This can include both remote and on-site meetings with customers.

Benefits

Job satisfaction; working for a company that is genuinely making people's lives better and helping to reduce the impact of internet based crime and improve security across the globe. You will have the opportunity to grow your career with the company in a very exciting industry.
On top of a generous salary in line with your experience, you’ll receive a great benefits package and a learning and development plan to help ensure your career always moves in the right direction.
Regular company off-sites and events
Opportunities to attend relevant conferences
Flexible working arrangements and leave
Paid Parental Leave

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