Customer Success Manager

Customer Success Manager - Fixed-Term Contract - Maternity Leave Cover

This is a fixed-term contract covering maternity leave, created to ensure uninterrupted coverage for a portfolio of over 150 MSP and direct customer accounts during CyberSentriq's Distribution and MSP-first go-to-market transition. Continuity of ownership matters more than ever during this period: the business needs a dedicated point of contact who keeps adoption, health and retention on track without a gap in coverage, protecting relationships and revenue that a temporary vacancy would put at risk.

ARR & GRR impact

This role directly protects Gross Revenue Retention by identifying and resolving churn risk before renewal, and directly grows Net Revenue Retention and ARR by converting product adoption into cross-sell and upsell opportunity across the portfolio. As the Disti/MSP-first model matures, retention and expansion increasingly happen at partner scale, making this role's ability to manage outcomes across many accounts at once central to the wider ARR target.

What you'll actually do:

• Build and run tailored success plans, using AI-driven analytics to track sentiment, usage, and ROI.
• Map every relevant stakeholder in your accounts, so you know who decides what and why.
• Spot at-risk accounts early using predictive AI models, and act before renewal conversations get hard.
• Own renewal and revenue forecasting for your book of business.
• Run monthly enablement sessions for top-tier accounts that drive real feature adoption.
• Work closely with Go-To-Market, Product, Engineering, and Support so customers never feel the seams.
• Feed customer insight back to senior stakeholders, so it actually shapes the roadmap.
• Keep your CRM and account data clean and accurate.

What success looks like, 3-6 months in

• Every account in your portfolio has a live, AI-informed success plan.
• You can name your top accounts' key stakeholders and what they care about.
• Your renewal forecast is accurate, and you're acting on risk signals before customers raise them.
• You've run enablement sessions that show up in adoption numbers, not just attendance.

What we're looking for

Must-haves

• Experience in Customer Success, Account Management, or a similar role in SaaS or technology.
• Comfortable using AI-driven tools and automation for customer engagement and health monitoring.
• Strong relationship-building, problem-solving, and facilitation skills.
• Highly organised and self-motivated, with good judgement on what to prioritise.
• Confident presenting to and engaging different client personas.
• Experience with formal Customer Success Planning or Account Mapping frameworks.

Why CyberSentriq

We're not asking you to manage a queue of tickets. This is a role where you own outcomes, and where AI does the heavy lifting on data so you can spend your time on the relationships and judgement calls that actually move the needle.

Our Culture Code in this role

• Fortress: You manage customer data, success plans, and forecasting with rigour and accuracy, and customers can rely on consistent, high-quality execution from you.
• Shield: You protect customer outcomes by spotting risk early and closing the loop on every account concern.
• Disruptor: You use AI insight and automation to challenge how customer engagement has always been done, driving smarter adoption and better health outcomes.
• Champion: You advocate for your customers and your internal teams, close feedback loops, and help customers get maximum value from CyberSentriq.

AI-native

You'll use approved AI tools daily to track customer health, flag risk, and prep for conversations, but the judgement stays with you. We expect you to check outputs, apply critical thinking, and keep the human firmly in the loop.

What we offer

• Time to Recharge - 24 days holiday + 10 public holidays
• CARE Days - 2 extra days: give back, and get your birthday off, on us
• Pension Scheme - save more, earn more
• Private Medical - caring for you inside and out
• Health Assurance - your loved ones, covered
• Income Protection - we've got you
• Learn & Grow - access our Learning Lab: role-based learning, technical certifications, AI upskilling, and leadership development
• Build Your Career - clear career pathways, internal opportunities, and continuous development
• A Team That Backs You - collaborative, supportive, and quick to recognise great work
• Room to Grow - real opportunities for professional and personal growth in a fast-moving, innovative company

Ready to Make an Impact?

Join us in our mission to revolutionise the cybersecurity industry and achieve our ambitious growth targets. Apply today and take the next step in your career!

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• Please note that we do not accept speculative CVs from recruitment agencies. All submissions must be in response to specific job vacancies listed by our company. Any unsolicited CVs will be considered the property of CyberSentriq, and no fees will be payable in relation to them.