Company Description
Acumen Cyber is dedicated to protecting modern businesses from the complexities of cyber threats with 24/7 tailored security solutions. By leveraging cutting-edge technology and a team of expert security engineers based in our Security Operations Centre, we provide innovative and effective cybersecurity strategies. Acumen prioritises building strong, lasting partnerships to deliver bespoke solutions that align with our clients’ evolving security needs. With a focus on collaboration and continuous innovation, we empower businesses to safeguard not only their present but also their future against the rapidly changing cyber threat landscape.
Role Description
This is a full-time role, mainly based out of our Glasgow head office with occasional travel to client locations.
The Client Success Manager (CSM) is responsible for guiding clients through their customer journey. Ensuring they realise maximum value from our services while building long term sustainable partnerships that drive retention and growth.
Working proactively and strategically, the CSM supports onboarding, champions service adoption, and aligns clients with our evolving product roadmap and service offerings. Through data driven quarterly business reviews and strong commercial awareness, the role supports renewal strategy, identifies account development opportunities and strengthens executive level relationships.
Acting as a trusted advisor and advocate for the client, the CSM gathers and interprets feedback and performance insights to continually improve the experience of the client. The role of the CSM anticipates and mitigates risk, removes friction points, and translates insight into meaningful action that enhances satisfaction and long-term value.
This is a high impact role with lots of focus on increasing customer lifetime value, driving product advocacy and referrals and strengthening our competitive position. Working closely with cross functional teams and supporting the Head of Client Success, the CSM actively contributes and helps to shape strategic process and service improvement initiatives, reinforcing a culture of best in class customer service excellence powered by people.
Skills and Qualifications
* 3+ years working in service delivery management (tech space)
* Proficiency in customer satisfaction and customer service management to address client needs effectively
* Account management experience – customer lifecycle management
* Senior stakeholder management experience
* Strong customer relationship management skills
* Strong analytical and critical thinking skills to understand client challenges, identify trends, and provide data-driven recommendations
* Excellent communication and interpersonal skills to effectively connect and collaborate with clients and team members
* Communication and presentation experience
* Project management experience - (Prince2, AgilePM)
* Vendor management experience
* Full UK driving license
* Must live within commutable distance to Glasgow
Salary range - £38k-£45k + benefits depending on experience