About the Role

We’re looking for a driven, high-impact Customer Success Manager to take ownership of our customers across the EMEA region. This is a home-based role with occasional travel across the region.

You’ll be the face of CyCognito for your accounts - the person customers trust to guide them and help them get real, measurable value from our platform. You’ll own the renewal motion end-to-end, making sure our customers stay, grow, and advocate for us. If you thrive in fast-moving environments, love solving problems, and aren’t afraid to step into commercial conversations, you’ll feel right at home.

What You’ll Own & Drive

Customer Outcomes

• Take full accountability for customer health, adoption, and long-term value.
• Build deep, strategic relationships with Security, IT, and business champions.
• Run onboarding, success planning, and ongoing business reviews with clarity and purpose.
• Make sure every customer knows exactly how CyCognito is helping them reduce risk and drive outcomes.

Renewals

• Lead renewals from forecasting to negotiation to signed deal.
• Spot churn risks early and build a get-well plan that actually works.
• Partner with Sales to surface expansion opportunities - while keeping renewals firmly under your control.
• Use data, outcomes, and customer stories to make the renewal a no-brainer.

Customer Guidance, Enablement & Influence

• Deliver crisp platform overviews, conversations, and best-practice sessions.
• Help customers operationalise attack surface management.
• Capture insights, patterns, and blockers - then feed them back internally to level up our product and processes.
• Turn your strongest customers into advocates, references, and champions.

Operational Excellence

• Keep CRM immaculate: renewals, health scores, risks, plans - always up to date.
• Run point with Support, Product, Marketing, and Sales to punch through blockers.
• Track usage, lead QBRs, and make sure customers continuously find new value.
• Bring a mindset of “if it’s broken, I’ll help fix it.”

What You Bring

• 5+ years of experience in Customer Success or Account Management within SaaS.
• Strong commercial instincts and a proven track record managing and closing renewals.
• Ability to influence and communicate confidently with technical and senior stakeholders.
• Comfortable juggling a broad portfolio with speed, structure, and a proactive rhythm.
• Bonus: cybersecurity experience or familiarity with complex technical platforms.
• High energy, high ownership, and zero fear of rolling up your sleeves.
• Willingness to travel to customer sites when needed.

Location & Travel

• Home-based, UK
• Occasional travel across EMEA

Why You’ll Love It Here

• You own real outcomes - not tasks. Your impact is visible every quarter.
• You shape the future of Customer Success at a fast-growing cybersecurity company.
• You work with sharp, collaborative teammates who bring out your best.