Customer Success Manager

Customer Success Manager – UK

We are looking for a Customer Success Manager to join our growing Customer Success team in the UK. This is a customer‑facing role working with enterprise organisations across multiple industries, helping customers maximise value from the watch

Towr Platform while acting as a trusted partner throughout their lifecycle.

Success in this role requires someone who thrives in a fast‑paced environment and can confidently work across multiple departments both internally and within customer organisations. Reporting to the VP of Customer Success, you will work closely with Product, Engineering, Labs, Threat Intelligence, and Sales teams to ensure customers achieve successful outcomes with the platform.

This is a hands‑on, execution‑focused role designed for someone earlier in their Customer Success career who wants to grow into a Senior Customer Success Manager over time. You’ll work closely with customers, the watch

Towr product, and internal teams, operating independently on day‑to‑day customer needs while continuing the high standard of customer care that has driven our growth.

• Own a book of customers based in the EMEA region, acting as their primary point of contact for day‑to‑day success, questions, and coordination.
• Run onboarding, regular check‑ins, and service reviews for accounts, keeping engagement consistent and outcomes clear.
• Manage inbound support tickets, triaging, responding, and coordinating with Engineering, Labs, and Product where needed.
• Track customer health signals, risks, and renewal dates, escalating early when risk is identified.
• Act as the voice of the customer internally, providing feedback that helps shape product direction and customer experience.
• Support renewals and expansion opportunities with existing accounts, working alongside senior CSMs and leadership where appropriate.
• Work closely with senior CSMs to support larger or more complex accounts during busy periods, incidents, or proof‑of‑value engagements.
• Take ownership of internal Customer Success projects such as process improvements, documentation, tooling cleanup, and CS reporting.
• Responsibility to maintain and improve internal systems such as Hub Spot, Intercom, and internal knowledge bases.

• 2+ years’ experience in Customer Success or a similar customer‑facing role.
• Experience managing enterprise SaaS customers within the cyber security industry, ideally threat intelligence, offensive security, or adjacent security domains.
• Highly organised, able to manage multiple priorities in a fast‑paced environment.
• Clear and concise communicator, both written and verbal, with strong listening skills and the ability to understand customer pain points.
• Highly organised with strong time‑management skills and the ability to juggle multiple priorities simultaneously.
• Self‑motivated and proactive, with the ability to work independently and collaborate effectively across teams.
• Familiarity with SaaS metrics and familiar with customer success tools is preferable (e.g., Gainsight, Hub Spot, Intercom).
• A continuous improvement mindset, with an interest in leveraging automation, AI, and data‑driven decision making to enhance customer outcomes and operational efficiency.

• Competitive compensation – we believe that hard work, skills and ambition should be fairly compensated.
• Meaningful role in a company – You will be a key and early contributor to a fast‑growing cybersecurity business that helps protect some of the world’s largest enterprises.
• The best tools and powerful kit – we enable you with the tools to effectively fulfil your role.
• Endless opportunities – we are in a high‑growth phase of our journey, and plan to promote from within as we scale.
• Work with cyber security experts – we are solving cutting‑edge industry‑wide cyber security challenges with some of the world’s most advanced organisations.

At watch

Towr, we’re dedicated to fostering an inclusive, respectful, and diverse environment where every individual is recognised for their talent and potential. Our hiring decisions are guided by your capabilities, experience, and what you bring to the role - not by unrelated personal attributes.

We have a zero‑tolerance approach to any form of discrimination or harassment. This includes – but isn’t limited to – discrimination based on race, ethnicity, religion, colour, nationality, sex, sexual orientation, gender identity or expression, age, disability, pregnancy or parental status, veteran status, or any other characteristic protected by law.

We actively encourage people from all backgrounds to apply. Even if you don’t tick every box in the job description, we’d still love to hear from you.