Customer Success Manager

This team:

You’ll join a cross‑functional Customer Success team that works hand‑in‑hand with Product, Marketing, Sales and the wider business to deliver real outcomes for our customers. We are collaborative partners, focussing on deeply understanding each customer’s context, goals and constraints.

We continuously iterate on how we work, whether that is evolving our product, refining our playbooks, or improving our internal processes, so that we consistently deliver exceptional value to our users and to the business.

This role:

You’ll join Risk Ledger as a Customer Success Manager, across mid‑market to enterprise accounts. Our team and customer base are growing quickly, and you’ll step into a role where you can design and improve our Customer Success approach, not just execute a standard set of tasks.

You’ll have the opportunity to:

• Work closely with teams across the business on high‑impact initiatives, from onboarding and adoption programmes to advocacy and expansion plays.
• Help shape how we scale Customer Success, including in highly regulated environments.
• Take ownership of how we operationalise our strategy for your book of business, rather than simply managing a set of accounts.

You will play a pivotal role in driving growth within our customer base, managing the entire customer lifecycle for your portfolio - from onboarding through to renewals and expansion. You’ll be accountable for ensuring your customers achieve meaningful outcomes with Risk Ledger, identifying and executing on growth opportunities, and ultimately maximising NRR across your portfolio.

You’ll contribute directly to the development of our product by maintaining a tight feedback loop with our Product team. You’ll build strong, trusted relationships with your customers so you can deeply understand their needs and how they use our platform. You will be the voice of the customer internally, translating what you see and hear into actionable insight that shapes our strategy, roadmap and go‑to‑market.

In the role you will:

• Manage a portfolio of high‑touch customers, ensuring they successfully adopt Risk Ledger and achieve their business goals.
• Onboard new customers onto the Risk Ledger platform, including product implementation, training and change management with key stakeholders.
• Run regular business reviews with customers in order to collaborate with your customers to make sure they continuously remain engaged and achieve their goals
• Own the end‑to‑end renewal process for your customers, proactively understanding their sentiment and renewal intent to surface growth opportunities early and mitigate risk before it becomes urgent.
• Build strong relationships with senior stakeholders across multiple departments within your customers’ organisations, often in complex public‑sector structures.
• Be the voice of the customer inside Risk Ledger, collaborating closely with Product, Sales and Marketing to shape better solutions, inform our positioning, and drive growth across the wider business.

You’ll have:

• 3+ years of Customer Success experience, ideally in B2B SaaS or Cyber Security, working with mid‑market or enterprise accounts.
• Experience managing customers operating in similarly complex, regulated environments.
• A strong understanding of complex organisational structures and experience navigating multiple senior stakeholders with differing priorities.
• Excellent communication skills and a natural ability to build trust, ask the right questions and uncover where you can drive impact. You’re comfortable engaging key stakeholders, including in‑person meetings and workshops with senior decision‑makers.
• A highly collaborative mindset - you enjoy working with Product, Sales, Marketing and Support to deliver the best possible outcomes for customers and for the business.
• A genuine interest in technology and the curiosity to continuously learn new concepts, features and market trends - and translate them into value for your customers.
• A strong impact and results focus - you have a real sense of ownership, can prioritise across multiple complex customers, and understand the importance of measuring the success of your work against clear outcomes.
• High EQ is essential to succeed in this role. You’ll thrive in a low‑ego environment that values self‑awareness and two‑way feedback, and you’ll be on a continuous journey of personal and professional growth. You’ll be able to regulate your emotions and behaviour, stay resilient in a fast‑paced start‑up environment, and communicate and collaborate effectively with people from all walks of life.

The perks:

• 💰Competitive base salary
• 📈Generous EMI equity package
• 👌Private pension
• ✈️25 days annual leave + bank holidays
• 🏖Additional 30 days of unpaid leave per year to use as you wish
• 🎆Ad-hoc companywide time off - last year we gave everyone 'rest leave' in August and over the festive period
• 🏥Private healthcare with AXA Insurance - including enhanced mental wellbeing coverage
• 🏠Hybrid working policy, typically 2-3 days in the office
• 👶Enhanced family (parental) leave - gender-neutral policy, 12 weeks paid leave
• 👪5 days Caretaker's leave
• 😷Enhanced occupational sick pay
• 💻£500 WFH budget
• 📚All the learning resources and books you want to aid in your personal development
• 🎉 Regular socials to unwind and have some fun