Senior Customer Success Manager (FSI)

About us

Risk Ledger is developing a network of connected organisations, all working together to defend against cybersecurity attacks in the supply chain.

Organisations rely on us to establish trust, through sharing their security maturity and visualising the risks posed by their supply chain ecosystem. And we’re already trusted by customers like ASOS, Snyk, BAE Systems and the NHS.

We are putting together an amazing and talented team from a diverse set of backgrounds and skillsets to drive us towards our vision. Risk Ledger is built on the respect we have for one another and our users, united by our shared values and mission.

Every one of us is still learning: it’s how we grow as individuals. We’re curious. We’re ambitious. And we’re humble and honest. At Risk Ledger, we aim high to find the best solutions we can and always put our users first.

 

This team:

You’ll join a cross-functional Customer Success team, working directly with other CSMs, Product Managers, Engineers, Account Execs and the wider business, to deliver success and a well-crafted product to our customers. We are collaborative partners to our customers and focus on truly understanding their individual needs and business goals. We continuously strive to improve our service and create new opportunities, whether that is within our product or our teams’ processes, to provide exceptional value to our users.

This role:

You’ll join the Customer Success team as a Senior CSM for our Financial Services and Insurance industries, across Enterprise-level customers. Our team and customer base is rapidly growing and you will have the opportunity to contribute and take ownership of executing and building upon our strategy for customer success.

You will play a pivotal role in driving growth within our customer base, managing the entire customer lifecycle for your portfolio of customers from onboarding through to renewals. You will be responsible for and proactively work towards making sure your customers achieve their goals using Risk Ledger, creating growth opportunities and ultimately maximising NRR within your customer portfolio.

You will be contributing to the development of our product by keeping a close feedback loop with our product team. You’ll build strong relationships with your customers so you can have a deep understanding of their needs and how they use our product. You will be the voice of the customer and can translate customer experiences back into our business, making sure we are always learning from our customers and aligning our strategy, development and growth to our customer base.

In the role you will:

• Manage a portfolio of high touch customers, making sure they successfully adopt Risk Ledger and achieve their business goals
• Onboard new customers onto the Risk Ledger platform, including product implementation and training
• Conduct regular business reviews with customers in order to collaborate with your customers to make sure they continuously remain engaged and achieve their goals
• Owning the end-to-end customer renewal processes, proactively and regularly uncovering your customers’ inclination to renew in order to identify growth opportunities and mitigate any risks that may arise early on
• Build relationships with senior stakeholders across various departments within your customers’ organisation
• Be the voice of the customers within the company, collaborating with our Product, Sales & Marketing teams, in order to achieve better solutions and drive growth

You’ll have:

• 5+ years of customer success experience, ideally in B2B SaaS or Cyber Security
• Experience managing FSI and/or Enterprise-level customers
• An understanding of complex Enterprise organisational structures and experience managing multiple senior stakeholders
• Excellent communication skills and a natural ability to interact with people and uncover ways to help them achieve their goals. Key stakeholder engagement will be super vital in this role; both building relationships and attending face-to-face meetings
• A strong collaborative mindset to work with other teams and colleagues internally to best serve your customers and drive growth
• An interest in technology and the inclination and aptitude to continuously learn new things
• A strong impact and results focus - you’ll have a true sense of accountability and ownership, an ability to prioritise multiple, complex customers effectively (whilst adapting to changing needs) and understand the importance of proactively tracking and measuring the success of your work
• High EQ will be an absolute essential to succeed in this role - you’ll want and need to work in a low-ego environment that places value on self awareness and two-way feedback driven by an intrinsic growth mindset. You’ll be on an ongoing life journey to improving yourself both personally and professionally. You’ll have the ability to regulate your emotions and behaviour effectively, resilience to navigate the challenges that a start up can throw at you and strong communication and collaboration to work effectively with people from all walks of life

Offering: Base + Stock + Customer Success bonuses for retentions/cross-selling

The perks

• 💰Competitive base salary
• 📈Generous EMI equity package
• 👌3% employer match on 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