Customer Success Manager – Account Manager

• Own a portfolio of established clients
• Build strong, long-term client relationships
• Support clients’ evolving cybersecurity needs
• Identify opportunities to grow client partnerships
• Understand client priorities and ensure they receive value from services
• Manage renewals, contract extensions and account retention
• Identify relevant upsell and cross-sell opportunities
• Coordinate with consulting, delivery, project management, technical delivery and sales teams
• Maintain regular client engagement
• Maintain accurate account plans, CRM records and pipeline information
• Identify risks to client satisfaction or retention early
• Take ownership of resolving client issues
• Become a reliable point of contact for client needs

• Experience managing existing client accounts, building trusted relationships and maintaining regular engagement with key stakeholders
• Ability to identify upsell and cross-sell opportunities, support account growth and manage renewals and contract extensions
• Understanding of revenue retention, account development, pipeline management and commercial objectives
• Proactive, solutions-focused approach to client needs
• Ability to identify issues early and coordinate appropriate action
• Experience working with internal teams such as project management, consulting, technical delivery or sales
• Clear written and verbal communication skills
• Ability to engage clients and internal stakeholders professionally
• Ability to manage multiple accounts and maintain accurate CRM records
• Ability to manage renewals, contracts and follow-up actions
• Ability to work independently, manage priorities and collaborate across locations and time zones
• Interest in cybersecurity and willingness to learn about the company’s services
• Experience in cybersecurity, IT services or technology sector is desirable
• Exposure to penetration testing, vulnerability management, managed security services or GRC consulting is desirable
• Familiarity with ISO 27001 and SOC 2 is desirable
• Experience using a CRM system for account activity, opportunities, renewals and pipeline reporting is desirable

• 25 days annual leave per year plus 12 South African public holidays
• 1 day of paid leave for your Birthday
• Individual healthcare insurance plan
• Access to an employee mental health and wellbeing platform
• £2,000 annual training budget
• Up to £2,000 per successful referral
• Fully remote work from South Africa
• Collaborative and innovative team environment
• Professional growth encouraged
• Reasonable adjustments for individual needs