Customer Success Manager (Scale)

TryHackMe is the fastest-growing online cyber security training platform. Our mission is to make learning and teaching cyber security easier by providing gamified security exercises and challenges. Having only been around for handful of years, we've grown to more than 4 million community members and our growth isn't slowing down! 🥷

About The Role

We are looking for an enthusiastic, strategic and motivated Customer Success Manager (Scale) to join our growing Customer Success Team ⚡️

Reporting directly to the Head of Customer Success, you will be responsible for executing at scale for your portfolio of clients, with a focus on onboarding and adoption.

Your day-to-day responsibilities will include:

• Collaborating with our Account Management team to retain and increase the NRR of your client portfolio
• Be the primary point of contact throughout the onboarding and adoption lifecycle, developing innovative strategies to increase feature adoption.
• Conducting onboarding and adoption reviews with your clients
• Proactively monitoring customer data, including feedback and usage patterns, at scale to identify areas of improvement and develop strategies to increase engagement and satisfaction within the portfolio consistently.
• Conduct regular business reviews and create success plans with customers to ensure they are achieving ROI and value from the platform consistently.
  
  

Skills & Experience

• At least 2 years of Customer Success Management experience within a SaaS or Technology Company
• Excellent verbal and written communication skills
• Experience managing a large portfolio (100+ clients) and has deploying 1:Many motions and digital customer outreach techniques
• Customer Obsessed
• Interest or background in cyber security (or technology)
• Strong analytical skills
• Detail Oriented
• (Desirable) Previous experience with Customer Success Platforms (ideally ChurnZero)
  
  

Benefits & Perks

🚣 100% Remote - In a fully digital world, work from anywhere!

🕒 Flexi Time - Choose your own hours as long as you have at least 4 hours of overlap with the UK timezone (from 8am - 6pm).

💻 Tools - a dedicated work laptop + any accessories you need to do your best work.

👕 Swag Pack - start your TryHackMe journey with a branded swag bundle!

💪 Personal Development - £2,500 training budget to acquire certifications, and more.

⛱️ Company Retreat - an annual company retreat, fully paid for by TryHackMe!

🍕Lunch on us - whether you're a pizza-lover, salad obsessed or a big sushi fan, TryHackMe will cover the cost of your lunch order during our recurring company virtual lunches.

🧡 Health Insurance - if you're in a country that doesn't have public health care.

🍼 Enhanced Maternity & Paternity- an enhanced package on top of statutory requirements.

💸 401k / Pension - TryHackMe makes it easy to save money for your retirement.

Please note that, at this time, we are unable to provide sponsorship

Hiring process

• Talent screening
• Brief introductory call with Hiring Manager
• Scenario-based interview (preparation guidance will be given)
• Final Interview with Co-Founder
  
  

TryHackMe takes the pain out of learning and teaching cyber security. Our platform makes it a comfortable experience to learn by designing prebuilt courses that include virtual machines (VM) hosted in the cloud and ready to be deployed. This avoids the hassle of downloading and configuring VMs. Our platform is perfect for CTFs, Workshops, Assessments, or Training. We've come a long way since launching in 2018, with over four million users on the platform!