Senior Customer Success Manager

at  Cado Security

We are building a cloud native software platform to re-invent how people respond to cyber-attacks. Come help us build it!
Description
We are seeking a passionate and customer-focused individual to join our team as our first Customer Success hire. In this role, you will be responsible for building and maintaining strong relationships with our clients, ensuring their success and satisfaction with our platform. You will be the key point of contact for our clients and will work closely with them to understand their needs, address any issues that may arise, and problem-solve proactive solutions to help them achieve their cyber security goals.
As a Customer Success Manager, you will have the opportunity to work with a diverse range of clients, from small businesses to enterprise-level organizations. You will collaborate with cross-functional teams, including sales, marketing, and product development, to ensure that our clients receive the best possible experience.

Responsibilities

• Build out our Customer Success function from the ground up - any experience you have of this will be a plus!
• Create and maintain long-lasting relationships with clients, acting as their trusted advisor whilst managing expectations
• Serve as the main point of contact for clients, addressing their questions and concerns in a timely manner
• Understand the unique needs and goals of each client, and provide tailored solutions to oversee deployments in the customer’s cloud environment and help them achieve success
• Conduct regular check-ins with clients to ensure their satisfaction and gather feedback for improvement
• Collaborate with internal teams to resolve any client issues or technical challenges
• Handle objections and find a balance between customer asks and internal resource
• Provide training and support to clients, helping them maximize the value they receive from our products and services, enabling future renewals

Requirements

• Customer-centric mindset: Proven track record of building and maintaining strong customer relationships. Ability to anticipate customer needs and proactively offer solutions.
• Cloud technology expertise: In-depth understanding of at least one of the major cloud platforms (AWS, Azure or GCP), to a level where you can understand customer requirements and work with the Engineering team to resolve issues.
• Project management skills: Experience in managing multiple customer accounts simultaneously, setting priorities, and meeting deadlines, through problem-solving and analytical thinking.
• Experience overseeing successful application deployment would be a bonus.
• Excellent communication skills: Ability to articulate complex ideas clearly, both in writing and verbally. Experience in creating customer-facing documentation and delivering presentations. Skill in translating technical concepts into easy-to-understand language for diverse audiences.
• CRM and data analysis proficiency: Experience with CRM systems (e.g., Hubspot) and data analysis tools to track customer health, usage metrics, and identify trends.
• Adaptability and continuous learning: Willingness to stay updated on the latest cloud and security technologies, and quickly adapt to new tools and methodologies.
• Collaboration skills: Ability to work effectively with cross-functional teams, including product development, sales, and support.

Location
This role is based from our London office (Waterloo/South Bank), with a minimum of one day per week in office.

Benefits

• Competitive salary - depending on experience
• Comprehensive private health insurance
• Including £300 per year towards Opticians fees and £500 per year towards Dentists fees
• Workplace pension
• Flexibility to work remotely with 20 days p/a to ‘work from anywhere’
• Access to share options

Right to work in the UK
At this point in our journey, we are unable to sponsor visas, so you must have the right to work in the UK

• Build out our Customer Success function from the ground up - any experience you have of this will be a plus!
• Create and maintain long-lasting relationships with clients, acting as their trusted advisor whilst managing expectations
• Serve as the main point of contact for clients, addressing their questions and concerns in a timely manner
• Understand the unique needs and goals of each client, and provide tailored solutions to oversee deployments in the customer’s cloud environment and help them achieve success
• Conduct regular check-ins with clients to ensure their satisfaction and gather feedback for improvement
• Collaborate with internal teams to resolve any client issues or technical challenges
• Handle objections and find a balance between customer asks and internal resource
• Provide training and support to clients, helping them maximize the value they receive from our products and services, enabling future renewal