Customer Success Manager

The Customer Success Manager serves as the key point of contact for S-RM’s corporate customers utilising S-RM's Polus suite of managed cyber services solutions. As we build the Managed Cyber Security Services practice rea, we are looking for a someone with proven track record of managing and expanding customer relationships. The job duties are varied and complex, utilising independent judgement. Ultimately, the customer success manager is responsible for maintaining and growing the revenue from S-RM's Polus managed services customer base and ensuring long term high level of satisfaction with solution delivery.

The role will require an understanding of managed services such as MDR but not detailed technical proficiency in these areas. Your role will be to help manage customer accounts and relationships and facilitate the liaison between clients and our technical consultants

Other features of the role include:

• Serve as the primary point of contact for key S-RM Polus managed services customers in your region.
• Ensure an excellent onboarding experience for new Polus customers by working closely with the delivery & pre-sales teams.
• Develop timely pricing and proposals for Polus Managed Services opportunities for the sales team.
• Lead client engagement through regular update meetings and relationship management.
• Build foundations for successful long-term relationships and ensure successful renewals.

• Work closely with S-RM consulting teams and practitioners to identify cross-selling and expansion opportunities.
• Coordinate with technical consultants across S-RM's regional offices to introduce different services.
• Develop and execute account targets and strategies leveraging consulting resources.
• Be the sparring partner for prospective clients, identifying their needs and discussing suitable solutions.
• Collaborate with colleagues from different teams to manage the entire sales process, including qualification, solution design, client presentations, quotations, and contracting.

• Provide first-line support for managed services clients in your territory by ensuring that technical queries from clients reach the right technical SMEs within S-RM’s consulting and managed services teams.
• Work closely with product leads on customer troubleshooting and technical support.
• Collaborate with cyber operations teams to ensure excellent administrative client experience.

• Design and build automated processes to scale the customer support function.
• Take responsibility for developing processes to optimise renewals and customer retention.
• Be a key contributor to designing and ope rationalising the client lifecycle management for managed services customers.

• Develop in-depth knowledge of the Polus suite of managed services offerings
• Align customer needs with appropriate solutions

We think candidates with the following qualifications and experience are likely to succeed within Business Development at S-RM.

That said, if you don’t think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box — we’re looking for candidates that are particularly strong in a few areas and have some interest and capabilities in others. Most importantly, whilst existing knowledge of cyber security is not a prerequisite, you will need to demonstrate a keen interest to develop your career in this fast-moving sector.

We nurture a culture of equality, diversity and inclusion and we are dedicated to developing a workforce that displays a variety of talents, experiences and perspectives.

The following qualifications are relevant to this position:

• The ability to work independently to build relationships with a variety of both technical and non-technical stakeholders at S-RM’s clients.
• Independently develop strategies and ideas to deepen and grow customer relationships.
• Be a self-starter able to quickly understand the S-RM value proposition and build internal relationships to stay current on our positioning across…