customer success manager

Customer Success Manager

What we're offering (we know, everyone jumps to this section first!)

• Salary of £45,000 - £50,000 + Commission
• Share options so you benefit from our success
• 28 days paid holiday plus bank holidays, and an additional 5 unpaid if want them
• Flexible working - most of us work from home, but connection is good for the soul and the team so we'd love it if you popped into our Shoreditch office once or twice a week. Dogs welcome.
• Regular (optional) socials. In the past year we've beaten a virtual escape room, been awestruck at Cabaret and sampled the best grub East London's has to offer

As a small but growing team, we're flexible and offer a level of autonomy that allows you to make meaningful and lasting contributions to Intruder and our customers.

About Intruder (https://intruder.io)

We make it easier to not get hacked.

Every day people sign up for online services, enter their personal data, and put themselves at risk of malicious actors. We work to enable these services to be better protected, making sure new vulnerabilities are found and closed rapidly before your data can be stolen.

We do this with a powerful but easy to use platform that is low on noise and high on trust, information, and context – so when we say it's critical, companies know they have to act fast.

In the past 2 years, we have grown rapidly in product capability, customer base, revenue, and employee size. The next few years promise more of the same, with plenty of growth opportunities for us and our teams!

About the Customer Success Manager position

As a Customer Success Manager on our team, you will be part of a team responsible for maintaining the excellent customer experience we're known for (as seen in our G2 reviews).

You will ensure customers receive exceptional value from the Intruder service by understanding their needs and supporting their journey through direct engagement, workshops, webinars, and various customer programs.

Customer success is one of the keys behind Intruder's rapid growth and we need you to proactively blend project management and customer focus to maximise net revenue retention (reducing churn and finding growth opportunities).

What we think you need to be successful

• Experience working in a Customer Success role within a fast-moving startup environment
• Tech touch experience - working with a high volume of customers
• Track record of improving customer retention and developing cross/upsell opportunities
• Experience working with a global customer base
• An interest in cyber security or technology
• You've used a range of different Customer Success tools/technology (ideally including Vitally)

Hiring Process

• Apply to this role by clicking "Apply To Position"
• Company intro: initial video call for both sides to learn more about each other - 30 minutes
• Interview with Tom (Head of Customer Success) - 30 minutes
• Prepare and present a response to our task to a panel - 60-90 minutes
• Interview with leadership - 30 minutes