ESSENTIAL SKILLS

• Knowledge of DevOps/SecDevOps
• 3+ years of B2B SaaS customer success, account management, or consulting experience working with medium companies.
• Grit and growth mindset, an ability to thrive in ambiguity.
• High computer literacy and ability to learn new software.
• Knowledge of customer success processes.
• 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.

DESIRED SKILLS

• Experience: 5+ years of experience in customer success, account management, or related roles, with at least 2+ years managing mid-level accounts.
• 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 Customer Success Manager (CSM), you will play a pivotal role in ensuring the success and growth of our mid-tier 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. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships and processes. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

DUTIES & RESPONSIBILITIES

• Customer Relationship Management: Act as the primary point of contact for medium tier clients, building long-term relationships, understanding their goals, and ensuring their satisfaction with our products/services.
• Strategic Planning: Develop and execute customer success strategies, working closely with internal teams (Sales, Product, Support) to meet client needs and foster growth.
• Retention and Account Growth: Identify and drive opportunities for account expansion, renewals, and upselling, ensuring a high level of customer retention.
• Customer Advocacy: Serve as the voice of the customer within the company, influencing product roadmaps, features, and service offerings based on customer feedback and industry trends.
• Data-Driven Insights: Analyse customer success metrics (NPS, churn, renewal rates) and create action plans to address issues, improve overall customer health, and drive growth.
• Industry & Individual Growth: Stay informed about industry trends, market developments, and competitor activities to continuously improve our customer success strategies and offerings.