Senior Customer Success Manager

at  Risk Ledger

ABOUT US

Risk Ledger is developing a network of connected organisations, all working together to defend against cybersecurity attacks in the supply chain.
Organisations rely on us to establish trust, through sharing their security maturity and visualising the risks posed by their supply chain ecosystem. And we’re already trusted by customers like ASOS, Snyk, BAE Systems and the NHS.
We are putting together an amazing and talented team from a diverse set of backgrounds and skillsets to drive us towards our vision. Risk Ledger is built on the respect we have for one another and our users, united by our shared values and mission.
Every one of us is still learning: it’s how we grow as individuals. We’re curious. We’re ambitious. And we’re humble and honest. At Risk Ledger, we aim high to find the best solutions we can and always put our users first.

THIS ROLE

You’ll join the Customer Success team as a Senior CSM for our Public Sector and Enterprise-level customers. Our team and customer base is rapidly growing and you will have the opportunity to contribute and take ownership of executing and building upon our strategy for customer success.
You will play a pivotal role in driving growth within our customer base, managing the entire customer lifecycle for your portfolio of customers from onboarding through to renewals. You will be responsible for and proactively work towards making sure your customers achieve their goals using Risk Ledger, creating growth opportunities and ultimately maximising NRR within your customer portfolio.
You will be contributing to the development of our product by keeping a close feedback loop with our product team. You’ll build strong relationships with your customers so you can have a deep understanding of their needs and how they use our product. You will be the voice of the customer and can translate customer experiences back into our business, making sure we are always learning from our customers and aligning our strategy, development and growth to our customer base.

IN THE ROLE YOU WILL

• Manage a portfolio of high touch customers, making sure they successfully adopt Risk Ledger and achieve their business goals
• Onboard new customers onto the Risk Ledger platform, including product implementation and training
• Conduct regular business reviews with customers in order to collaborate with your customers to make sure they continuously remain engaged and achieve their goals
• Owning the end-to-end customer renewal processes, proactively and regularly uncovering your customers’ inclination to renew in order to identify growth opportunities and mitigate any risks that may arise early on
• Build relationships with senior stakeholders across various departments within your customers’ organisation
• Be the voice of the customers within the company, collaborating with our Product, Sales & Marketing teams, in order to achieve better solutions and drive growth