About Intruder

Intruder is a vulnerability scanning platform that helps companies easily identify their cyber security weaknesses, and fix them, before they get hacked. Based in London UK, Intruder provides cyber security services to over 900 customers worldwide. We are a fast-growing start-up that’s been through some prestigious accelerators including CyLon and the GCHQ Cyber Accelerator. There’s never been a better time to get involved!

Who we’re looking for

Intruder is looking for an ambitious Customer Success Manager (CSM) to join our existing team. The ideal candidate will have:

  • 2+ years of customer success experience, ideally in cyber security or early-stage B2B SaaS companies
  • The ability to have conversations of a technical nature ranging from small business owners to executives at large organisations
  • Experience in implementing Customer Success processes
  • Excellent written and verbal English communication skills
  • A positive can-do mentality with the initiative to get things done
  • An interest in cyber security
  • Thoroughly read this job description and include the phrase "I have read the job description" at the top of their cover letter or CV

What you’ll be doing

You will play an important role in advancing Intruder’s Customer Success function, feeding into the overall strategy and making sure our users are getting value.

You will be expected to identify improvement areas in our customer journeys by speaking with users and understanding their motivations. The data you collect and analyse will provide actionable insights to our product and marketing teams, with the goals of increasing conversions, retaining customers, and providing an excellent service.

As part of a growing team, you should be happy with supporting other teams as required. This may include assisting with customer support, marketing, and any other responsibilities that help the company.

Some of your key responsibilities:

  • Take ownership of the onboarding process. Segmenting customer journeys, regularly analysing and optimising them to ensure we’re delivering the correct value propositions and identifying potential drop-off points
  • Speak with trial users and customers, making sure they understand the Intruder platform whilst also gathering information about their motivations for trying, buying, and churning
  • Implement/improve processes that collect actionable insights about our trial users and customers
  • Help to increase Intruder’s brand awareness by gathering reviews on third-party websites that we partner with
  • Be the voice of the customer, sharing feedback to improve our product and educate the wider company on our customer’s problems
  • Feed into the overall customer experience (i.e marketing materials, website content, webinars, conferences etc)
  • Assist with commercial conversations and technical demonstrations

What’s in it for you

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

For this role, we're offering a competitive salary in the range of £35,000 - £45,000, depending on your existing experience and skill set. In addition, we will add share options that allow you to significantly benefit financially as we increase the value of the company.

Due to COVID, we're currently all working from home but we're looking to establish a London office (likely to be in Shoreditch) as soon as that's possible. This role will be flexible, allowing you to work from home, but you should be in a position to work from the office 1-2 times per week.