About Intruder:

Intruder is a fast-growing cyber security startup that’s been through prestigious accelerators including CyLon and the GCHQ Cyber Accelerator. Intruder helps companies easily identify, track, and fix cyber security weaknesses, before they get hacked. Intruder has its headquarters in London, UK, and provides cyber security services to over 2,000 customers worldwide. Learn more about Intruder’s growing services, team and our values.

About the role:

We’re looking for a Senior Customer Success Manager to join our Customer Success team. You will ensure customers receive exceptional value from the Intruder service by understanding their needs and supporting their journey through workshops, and direct engagement.

You will be responsible for ensuring high levels of satisfaction, driving adoption, expanding the use of Intruder across customers’ organizations, and managing customer programs. Your ability to organize, follow up, and be proactive about customer issues will provide continuous improvements to your customer’s satisfaction levels. Your communication skills and ability to work with customers ranging from security personnel through CISOs and other key stakeholders will be key to your success.

Customer success is one of the keys behind Intruder's rapid growth and we need you to proactively blend project management and account management to maximize net revenue retention and unlock upsell and cross-sell opportunities.

Some of the key responsibilities

  • Be the primary point of contact for designated accounts, serving as an advocate for customer needs to drive successful adoption and use of the Intruder platform
  • Perform customer onboarding, health checks, develop materials and presentations to conduct business reviews and proactively alert customers of any impending issues
  • Engage with senior stakeholders to develop strategic business relationships
  • Collaborate with Product & Development teams for product enhancement requests
  • Drive internal process improvement initiatives and help to organise and attend customer-focused events as necessary
  • Identify potential cross-sell/upsell opportunities within accounts
  • Manage and follow up on internal customer feedback processes
  • Use the tools at your disposal to comprehensively manage the customer relationship

The ideal candidate will have:

  • Excellent verbal, written communication and interpersonal skills
  • Background in Cybersecurity, Software or Consulting and an understanding of Customer Success within a SaaS environment.
  • Customer success or post-sales/pre-sales experience with expertise engaging and managing relationships with customers
  • Experience of project management with a proven track record of managing multiple projects to completion along with excellent planning and organizational skills
  • Ability to troubleshoot and solve customer issues independently
  • Thoroughly read this job description and include the phrase 'I have read the job description' at the top of their cover letter or CV

Why join us?

Intruder is a dynamic and well-funded startup operating in a very fast-growing market. You'll join the company at just the right time, we've established a product-market fit and things are now really taking off!

What we’re offering:

  • £40,000 - £50,000 dependant on experience + performance based bonus
  • Share options so you can benefit from our success
  • 28 days paid holiday plus bank holidays, and an additional 5 unpaid if you wish to take them
  • Flexible working – choose to work from our London office in Shoreditch, Bristol or remotely.
  • Regular socials to have some fun (organised by our Chief Fun Officer)

Deadline for applications is 12th August. We will be in touch after that time if your application has been succesful.