The Company
* A market-leading SaaS platform helping global brands simplify risk, compliance, and security awareness. Trusted by some of the biggest names across tech, finance, and government.
* Acquired in a huge £100M+ deal, fuelling serious investment, product expansion, and international growth.
* A team spread across the UK, US, and APAC, all working with pace, ambition, and purpose.
* A company that genuinely looks after its people. Flexibility, trust, and development aren’t perks here, they’re part of the culture. Also a Certified B-Corp!
* If you want to join a brand that’s scaling fast, backed for success, and still small enough for your work to matter, this is the one.
The Role
As the Customer Success Manager You’ll manage a portfolio of 80–100 customers (~£1.5M–£2M ARR).
This is a retention and adoption role first, working closely with Account Managers who own expansion revenue.
* Own the day-to-day management of your customer base
* Drive ~90% retention across your renewal book
* Keep customers engaged, using the product properly, and seeing value
* Spot risk early and deal with it before it becomes churn
* Work with Account Managers on upsell opportunities (you identify, they close)
* Run a mix of structured touchpoints depending on account value
* Larger accounts: regular QBRs + monthly engagement
* Smaller accounts: quarterly check-ins + EBRs
What You’re Measured On
* Retention (target ~90%)
* Product adoption and usage
* Customer satisfaction
* Contribution to expansion (via AM partnership)
* NRR
What They’re Looking For
* Danish speaker (essential) + UK-based
* Experience in SaaS Customer Success, ideally within compliance, ISO, regulatory-tech (Or Cyber)
* Comfortable managing a similar value book
* Commercially aware. You understand how retention and expansion actually work
* Able to handle customer issues without over-escalating everything internally
* Experience with tools like Salesforce, Gong, CRM platforms helpful
* Any exposure to compliance, security, or risk products is a bonus
* AI-aware is a plus, not a requirement
Package
* £75,000 base + bonus
* Remote-first
* 25 days holiday + bank holidays (increasing with tenure)
* Private healthcare
* Pension
* L&D budget
* Global team and regular socials