Manager of Customer Success, UK

Heimdal Security; London; On-site; GBP 60,000 - 100,000

Job description

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We are Heimdal and cybersecurity is our passion. Join us in an internationally expanding business, leading the fight against cybercrime!

When joining Heimdal, you will embark on a thrilling ride in a fast-growing cybersecurity business, where we believe the team is the cornerstone of what we do tomorrow. We are leading the fight against cybercrime, developing new technologies and providing intelligence to protect over 15,000 companies worldwide against cybercriminal attacks and data security breaches.

Our award-winning line-up of 10+ fully integrated cybersecurity solutions span the entire IT estate, allowing organizations to be proactive, whether remote or onsite. From endpoints, networks, and cloud to emails, and beyond, Heimdal offers advance detection and response capabilities, ensuring complete security coverage.

The Role

As the Manager of Customer Success, UK you will be responsible for driving customer adoption, retention, and satisfaction across our customer base. You will lead a team of CSMs and Renewal Managers and work closely with the Nordic Customer Success team, the wider Sales team, Product, Support, and Marketing teams to deliver an exceptional customer experience. Your mission is to ensure customers realise the full potential of our cybersecurity solutions, driving renewals, and expansion opportunities.

You will be based out of our London office and report into our Global Head of Customer Success.

Key Responsibilities

1. Customer Strategy & Engagement: Develop and implement a proactive customer success strategy that enhances adoption, retention, and satisfaction.
2. Team Leadership: Lead, mentor, and scale the Customer Success team, ensuring they have the tools and processes to support customers effectively.
3. Customer Retention & Growth: Drive customer health initiatives to reduce churn, increase renewals, and identify upsell opportunities.
4. Customer Onboarding & Training: Oversee onboarding programs that accelerate time-to-value and educate customers on best practices.
5. Advocacy & Relationship Management: Foster strong customer relationships, acting as a trusted advisor on cybersecurity best practices.
6. Collaboration with Cross-Functional Teams: Work with Sales, Product, and Support teams to ensure adoption and lifetime value by aligning solutions to high priority customer initiatives, adoption, value realization, and ultimately high customer satisfaction.
7. Forecasting, Metrics & Reporting: Project sales numbers accurately, adding predictability to your region and team. Track key customer success metrics (churn, expansion revenue, renewal rates) and report insights to senior leadership.

Qualifications & Experience

1. 7+ years of experience in Customer Success, Account Management, or related roles within a SaaS company, preferably in cybersecurity or a related field.
2. 3+ years of leadership experience managing customer-facing teams.
3. Strong understanding of cybersecurity challenges and how businesses implement security solutions.
4. Proven track record in reducing churn, increasing renewals, and driving customer expansion.
5. Excellent communication and relationship-building skills with enterprise and mid-market customers.
6. Familiarity with sales productivity tools and data-driven decision making.
7. Experience working in high-growth, fast-paced SaaS environments.

What We Offer

1. Be part of a mission-driven team protecting businesses from cyber threats.
2. Opportunity to lead and shape a high-impact Customer Success function.
3. Work with cutting-edge cybersecurity technology in a dynamic, PE-backed SaaS company.
4. The role is quota-carrying and comes with an uncapped commission scheme.
5. In addition to the 25 annual holiday entitlement, we offer up to 5 additional days off per year.
6. Healthcare cash plan.

Our Mission
We empower organizations to thrive by safeguarding digital assets and employees in a rapidly evolving world.

Our Culture
We believe in hiring the best and the brightest while cultivating a culture of collaboration and execution. We are Dedicated, Innovative, and Humble. As in devoted and passionate about our work and what we do. We seek to optimize, improve, and challenge status quo. We are open-minded to new ideas and to feedback, and we know success comes from hard work.

We are committed to constantly create an environment where each individual has the opportunity to grow, personally and professionally. We have a strong sense of unity and togetherness, and having fun together is a key element at Heimdal.

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to gender, race, color, disability, religion, marital status