Customer Success Manager

About us

Our mission is to secure the global supply chain. To do this, we are building the world's first network of connected organisations, working together to improve security defences.

The network is built on trust, which allows, over time, increased transparency and sharing of data across organisations and industries. The power of this collective data set and the speed of communication across the network will be the real game-changer in supply chain security.

We are a diverse team of passionate thinkers, hackers, consultants, and security experts with wide-ranging experience in tech, cybersecurity, consultancy, and media. Risk Ledger is built on our respect for one another and our users, united by our shared values and mission.

Everyone 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 to find the best solutions and always put our users first.

The team

You’ll join a cross-functional Customer Success team, working directly with other CSMs, Product Managers, Engineers, Account Execs and the wider business, to deliver success and a well-crafted product to our customers. We are collaborative partners to our customers and focus on truly understanding their individual needs and business goals. We continuously strive to improve our service and create new opportunities, whether that is within our product or our teams’ processes, to provide exceptional value to our users.

This role

You’ll join the Customer Success team as a CSM for our Mid- to 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
  
  

You’ll have;

• 3+ years of customer success experience, ideally in B2B SaaS or Cyber Security
• Experience managing multiple senior stakeholders within complex organisational structures
• Excellent communication skills and a natural ability to interact with people and uncover ways to help them achieve their goals
• A strong collaborative mindset to work with other teams and colleagues internally to best serve your customers and drive growth
• An interest in technology and the inclination and aptitude to continuously learn new things
• A strong impact and results focus - you’ll have a true sense of accountability and ownership, an ability to prioritise multiple, complex customers effectively (whilst adapting to changing needs) and understand the importance of proactively tracking and measuring the success of your work
• High EQ will be an absolute essential to succeed in this role - you’ll want and need to work in a low-ego environment that places value on self awareness and two-way feedback driven by an intrinsic growth mindset. You’ll be on an ongoing life journey to improving yourself both personally and professionally. You’ll have the ability to regulate your emotions and behaviour effectively, resilience to navigate the challenges that a start up can throw at you and strong communication and collaboration to work effectively with people from all walks of life

Why Join Us:

At Risk Ledger, you’ll have the opportunity to shape the future of our customer success function while working in a dynamic, collaborative, and growth-oriented environment. We offer a competitive salary, a flexible hybrid working model, and the chance to be part of a company making a real impact in the world of cybersecurity and risk management.

If you’re excited about the opportunity to join our Customer Success team at Risk Ledger, we’d love to hear from you!

Diversity Commitment

At Risk Ledger, we’re building a world-class team where people feel comfortable and feel that they can be themselves. We strive to create a workplace where people’s skills, personality, and experience are recognised, promoted and valued, regardless of their background.

We offer equal opportunities without discrimination and actively encourage applications from candidates of all backgrounds.