Customer Success Manager - Equity Only (Part-Time/Remote)

Please note this is initially an equity-only, 100% remote, part-time role (6-8 hours PW, flexible).

Our client is a cutting-edge technology company that provides scalable, secure, and efficient solutions for cloud computing and data management. They are at the forefront of cybersecurity and compliance innovation, empowering businesses to leverage the latest technological advancements to mitigate risk, optimise operations, and drive growth. They have played a pivotal role in helping to drive digital transformation initiatives for the payments and settlement, fintech, regtech, central banking, e-commerce, insurance, and online government verticals. With a passion for innovation and a demonstrated history of client achievements across multiple jurisdictions, they have embarked on an exciting shift to digital operational resilience and compliance, fuelled by their commitment to technological innovation.

Looking to build on your track record in the rapidly evolving AI and cyberspace?

In this fast-changing digital era, technology is reshaping entire sectors, disruption is rampant, and standing still is not an option. You will help execute our client's strategic roadmap, lead the delivery of next-generation AI-powered solutions, and be immersed in a highly collaborative environment.

Role Overview

As the Customer Success Manager for our client, you will play a vital role in ensuring their customers' long-term satisfaction and success. You will lead a high-performing support team, cultivate strong relationships with key clients, and work cross-functionally to advocate for their customers' needs. Your efforts will directly influence customer retention, satisfaction, and product adoption. The role will report to the Director of Customer Success and will work closely with them to deliver visible and measurable outcomes.

Key Responsibilities

• Proactively engage and respond to customers across multiple platforms (e.g., Zendesk, HubSpot, ClickUp)
• Understand customer needs, resolve issues efficiently, and drive usage and adoption of their SaaS products.
• Liaise effectively with internal and external senior-level stakeholders.
• Share customer insights to influence strategic decisions, improve processes, and drive growth.
• Work with internal teams to resolve all customer issues.
• Prioritise and manage incoming support requests to ensure timely resolution.
• Participate in an on-call rotation to address urgent customer-facing issues.
• Develop trusted advisor relationships with key accounts.
• Deliver personalised support and guidance that drives retention, loyalty, and customer satisfaction.
• Collect and analyse customer feedback to identify common trends and areas for improvement.
• Advocate internally for customer needs, influencing product and service enhancements.
• Design and implement onboarding programs to ensure smooth customer adoption.
• Develop and deliver training materials, best practice guides, and education sessions to help customers maximise product value.
  
  
  

Qualifications & Skills

• 3+ years of experience in a Customer Success or Support leadership role, preferably within a Cyber / Risk SaaS environment.
• Strong interpersonal and communication skills, with the ability to manage relationships at all levels.
• Proven experience with Zendesk, Asana, and Salesforce (or comparable platforms).
• Demonstrated ability to lead teams, manage projects, and prioritise effectively.
• Customer-centric mindset with a proactive approach to problem-solving.
• Experience developing training programs and onboarding flows is a plus.
• Flexibility to participate in an on-call support rotation as needed.
  
  
  

Comp & Benefits

• Competitive equity package.
• Opportunity to work with cutting-edge technologies and innovative solutions.
• Flexible work environment - they are a remote-first company.
• Career development and growth opportunities.
• Dynamic and collaborative team culture.