Customer Success Manager - Remote UK

At Ontinue, we prioritize the success and satisfaction of our customers, and as a Customer Success team member, you'll play a vital role in ensuring that our clients achieve their cybersecurity objectives with excellence. You will be the primary point of contact for customers during- and post-implementation, helping them maximize the value of our products and services, ensuring high customer satisfaction, and driving product adoption and retention. You'll have the opportunity to engage directly with customers, providing expert guidance, support, and solutions tailored to their unique needs. Your dedication to learning, problem-solving abilities, and strong communication skills will be essential in driving customer satisfaction and loyalty. Responsibilities:

• Learn the Ontinue service portfolio and configuration management to effectively support and deploy our cybersecurity solutions for our customers.
• Guide new customers through the onboarding process, ensuring their seamless integration with our solution and understanding how to use our solution effectively.
• Serve as the primary contact for customer inquiries, issues, and escalations. Manage customer accounts, ensuring high levels of satisfaction and retention.
• Provide ongoing training sessions to customers, ensuring they are informed about product updates, new features, and best practices in cybersecurity.
• Regularly check in with customers to assess their needs, identify potential issues before they arise.
• Collect and communicate customer feedback to product and development teams to influence the product roadmap and improve service offerings.
• Act as the voice of the customer within the organization, advocating for their needs and ensuring their success is a top priority.
• Collaborate with the Azure Cyber Security SOC organization to ensure the steady operations of our entire customer base, proactively identifying and addressing potential issues.
• Create and maintain comprehensive customer success documentation, including presentations and guides.

Qualifications: Customer Success Skills:

• Proven experience in managing customer relationships, ideally in a B2B environment.
• Strong ability to diagnose issues, propose solutions, and guide customers through problem resolution.
• Excellent verbal and written communication skills, with the ability to effectively engage with customers and internal stakeholders.
• Ability to manage multiple customer accounts, prioritize tasks, and meet deadlines.
• Self-motivated and proactive team player, capable of working collaboratively and independently to achieve common goals.

Technical Skills:

• Highly motivated to learn new skills and technologies through training programs offered by internal experts and team colleagues.

Professional Experience:

• Experience in customer success, account management, or similar customer-facing roles.
• 1+ year experience in IT field

Soft Skills:

• Ability to understand and anticipate customer needs, with a strong commitment to customer satisfaction.
• Flexibility in managing changing customer requirements and evolving cybersecurity threats.
• Ability to work cross-functionally with sales, product development, and support teams.

Educational Background:

• Bachelor’s Degree or higher
• Fluent in English

Nice To Have: Technical Skills:

• Good understanding of cybersecurity principles, threats, and solutions, including but not limited to firewalls, intrusion detection/prevention systems, encryption, and endpoint protection.
• Ability to understand and explain technical cybersecurity concepts to both technical and non-technical stakeholders.
• Familiarity with common cybersecurity tools and platforms (e.g., SIEM, IDS/IPS, EDR, firewalls, etc.).

Professional Experience:

• Prior experience in a cybersecurity role, such as security analyst, consultant, or a related field, is highly desirable.

Educational Background:

• Bachelor’s Degree: In Information Technology, Computer Science, Cybersecurity, or a related field.
• Certifications: Relevant cybersecurity certifications (e.g., CISSP, CISM, CEH, CompTIA Security+) and customer success certifications (e.g., Certified Customer Success Manager (CCSM)) are a plus. Additionally, any entry level Microsoft Certification (AZ-900 or SC-900) is a plus.

What We Offer: We have been recognized as a top place to work! In addition to a competitive salary, we also offer great benefits including 28 days off a year, an annual subscription to headspace, recognition awards, anniversary rewards, a monthly phone allowance and access to management and Microsoft training. Come as you are! We search for amazing people of diverse backgrounds, experiences, abilities, and perspectives. Ontinue welcomes and encourages diversity in the workplace regardless of race, gender, religion, age, sexual orientation, disability, or veteran status. Next Steps: If you have the skills and experience required and feel that Ontinue is a place you can belong, we would love to get to know you better! Please drop an application to this role and our talent acquisition manager will be in touch to discuss further. Learn more: www.ontinue.com.