ESSENTIAL SKILLS

• Knowledge of DevOps/SecDevOps/AppSec or similar industry.
• 7+ years of B2B SaaS customer success, account management, or consulting experience working with medium and large companies.
• Experience working with enterprise customers, with many moving parts and large account teams.
• Grit and growth mindset, an ability to thrive in ambiguity.
• High computer literacy and ability to learn new software.
• Knowledge of customer success processes and practices, also knowing how to adapt processes to suit the needs of enterprise customers.
• Strong problem-solving and project management skills, with the ability to juggle multiple priorities and deliver results.
• Proven track record in customer retention and account growth.
• Ability to thrive in a fast-paced, dynamic environment and drive change within an organization.Strong professional presence that instills confidence in the customer and a proven track record of leading customers.

DESIRED EXPERIENCE

• Experience working with security teams and knowledge of threat modeling would be an advantage.
• Experience: 10+ years of experience in customer success, account management, or related roles, with at least 5+ years managing enterprise-level accounts.
• Experience: At least 3+ years of experience working with multi-national companies. Experience working with financial institutions is an advantage.
• Communication Skills: Exceptional verbal, written, and presentation skills, with the ability to communicate effectively with executive-level stakeholders and influence internal teams.
• Problem-Solving & Decision-Making: Strong analytical and problem-solving skills, with the ability to make informed, strategic decisions in high-pressure situations.
• Technical Aptitude: Comfortable working with technology, data, and CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).

PERSON REQUIREMENTS

• Patient and active listener.
• Passion for helping customers.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills.
• Highly organized and able to multitask.

PURPOSE OF THE ROLE

IriusRisk is a fast-growing cybersecurity startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. As the Principal Customer Success Manager (CSM), you will play a pivotal role in ensuring the success and growth of our top-tier, enterprise customers. You will be responsible for leading strategic initiatives to improve customer satisfaction, drive product adoption, and ensure customer retention. As a key member of our team, you will build strong relationships with customers and collaborate with cross-functional teams internally to deliver consistently excellent customer experiences for enterprise customers. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships and processes. Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Principal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our enterprise customers.

DUTIES & RESPONSIBILITIES

• Customer Relationship Management: Act as the primary point of contact for key enterprise clients, building long-term relationships, understanding their goals, ensuring their satisfaction with our products/services, and managing overall coordination of the account team.
• Strategic Planning: Develop and execute customer-aligned and mutually agreed strategies, working closely with internal teams (Sales, Product, Onboarding, Solution Architects, Professional Services, Support) to meet client needs and foster growth.
• Retention and Growth: Identify and drive opportunities for account expansion, renewals, and upselling, ensuring a high level of customer retention and growth.
• Customer Advocacy & Ownership: Serve as the voice of the customer within the company, influencing product roadmaps, improvements to customer experience, and service offerings based on customer feedback and industry trends. Own your customers internally, through reporting, documenting, and communication.
• Data-Driven Insights: Analyse customer success metrics (NPS, utilisation, health, churn, renewal rates) to create and execute action plans to address issues, improve overall customer health, and drive growth.
• Escalation Management: Handle complex client issues or escalations, ensuring timely escalation and with the right people involved.
• Process Improvement: Continually improve internal processes for managing enterprise customers and customer success, driving a white glove enterprise experience.
• Task Management: Oversee the timely and successful completion of tasks assigned by leadership, ensuring alignment with long-term strategic objectives and supporting data-driven decision-making for both client success and organizational growth.
• Team Player: Focus on shared learnings and collaborating cross-functionally to ensure the organisation has clarity on desired outcomes for customers.
• Go-Getter: Proactively take ownership of your responsibilities, demonstrating a strong sense of initiative and accountability. Your ability to make informed, independent decisions without the need for constant oversight from leadership will be essential to your success.