CyberSentriq is a fast-scaling, AI-powered cybersecurity platform transforming how MSPs and organisations defend against modern threats. Built with an MSP-first mindset, we deliver intelligent, automated protection that enables our customers to detect, respond to, and prevent cyber risks with confidence. As we accelerate towards our $100M ARR ambition, we are looking for a Customer Success Manager to play a key role in driving customer value, retention, and long-term growth across our expanding customer base.
As a Customer Success Manager, you will act as a trusted advisor to a portfolio of customers, helping them unlock maximum value from CyberSentriq's solutions. You will drive adoption, retention, and expansion by leveraging AI-powered insights and automation to proactively manage customer health, mitigate risk, and identify growth opportunities. This is a high-impact role focused on building lasting relationships and delivering exceptional, measurable customer outcomes.
What You'll Do
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Customer Success Planning: Develop and execute tailored success plans using AI-driven analytics to understand customer sentiment, product utilisation, and ROI.
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Stakeholder Engagement: Map and manage all relevant contacts within each account to ensure alignment with business objectives and decision-making processes.
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Proactive Risk Management: Utilise predictive AI models and automation workflows to identify at-risk accounts, implement mitigation strategies, and reduce churn.
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Renewal & Forecasting: Own renewal processes and revenue forecasting for your book of business, ensuring accuracy and timely execution.
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Enablement & Adoption: Deliver monthly enablement sessions for top-tier accounts, driving feature adoption and cross-sell opportunities across the CyberSentriq suite.
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Collaboration: Work closely with Go-To-Market, Product, Engineering, and Support teams to ensure seamless customer experiences at key journey stages.
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Voice of the Customer: Provide actionable insights and feedback to senior stakeholders to influence product roadmap and service improvements.
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Data Integrity: Maintain accurate account data and system hygiene across CRM and success platforms.
Your Story
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Proven experience in Customer Success, Account Management, or related roles within SaaS or technology environments.
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Strong understanding of MSP operating models, budget cycles, and cybersecurity solutions.
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Experience with Customer Success Planning, Account Mapping, and stakeholder management.
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Familiarity with AI-driven tools and automation platforms for customer engagement and health monitoring.
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Excellent relationship-building, problem-solving, and facilitation skills.
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Highly organised, self-motivated, and able to prioritise effectively.
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Confident presenter with the ability to engage diverse client personas.
Your success will be measured by:
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Customer Retention Rate and Churn Reduction.
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Product Adoption Metrics (feature utilisation and engagement).
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Net Revenue Retention (NRR) and Upsell/Cross-sell Growth.
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Customer Health Scores driven by AI insights.
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Accuracy of Forecasting and renewal execution.
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Customer Satisfaction (CSAT/NPS) scores.
Our Culture Code in This Role
Our values are not posters on a wall - they shape how we build trusted customer relationships, drive outcomes, and scale success.
FORTRESS: You manage customer data, success plans, and forecasting with rigour and accuracy. You maintain strong CRM discipline and deliver on commitments, ensuring customers can rely on consistent, high-quality execution.
SHIELD: You proactively protect customer outcomes by identifying risks early, addressing issues quickly, and ensuring no account concern goes unresolved. You play a key role in safeguarding retention and long-term trust.
DISRUPTOR: You leverage AI insights, automation, and data to continuously improve how you engage customers. You challenge traditional approaches to drive smarter adoption, better health outcomes, and scalable success.
CHAMPION: You advocate for your customers and internal teams, ensuring every voice is heard. You build strong relationships, close feedback loops, and enable customers to realise maximum value from CyberSentriq solutions.
Celebrate Your Benefits with Us!
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Enjoy 24 days Holiday + 10 Public Holidays
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Salary Sacrifice Pension Scheme - Save More, Earn More
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Private Medical - Caring for You Inside and Out
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Health Assurance - We've Got Your Loved Ones Covered
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Income protection - We got You
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Collaborative and Supportive Work Environment
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Recognition for Your Contributions
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Opportunities for Professional/Personal Growth
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Career Advancement in Our Dynamic and 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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Find out more about our Private Equity Investors and why working for a PE company is game changing. Bregal Milestone - Inspired by ambition. Driven by growth
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.
