Customer Success Manager (CSM)

About the Role

As a Customer Success Manager, you will be the main point of contact for our clients, playing a key role in ensuring they get the most value from Patrowl. Your mission is simple: drive customer satisfaction, retention, and growth. You’ll build strong relationships with your clients, support them throughout their journey, and contribute directly to our upsell strategy.

What You’ll Do

Customer Relationship & Success

• Act as the primary point of contact for your clients
• Build strong, long‑term relationships based on trust
• Support clients during onboarding to ensure a smooth start
• Provide guidance and share best practices to maximise product adoption

Strategic Account Management

• Build and execute structured account plans
• Identify and drive upsell and cross‑sell opportunities
• Map key stakeholders (CISOs, cybersecurity teams, IT, C‑level)
• Challenge and support clients in evolving their security strategies
• Translate technical topics into clear business value and impact

Delivery & Orchestration

• Lead complex deployments and client projects
• Coordinate internal teams (Sales, Tech, Product, Support)
• Ensure commitments are met (SLA, roadmap alignment, priorities)

Executive Relationship Management

• Organise and lead Quarterly Business Reviews (QBRs)
• Engage with senior stakeholders in complex, multi‑contact environments
• Communicate performance, value delivered, and future opportunities

Retention & Growth

• Own contract renewals and ensure high retention rates
• Maximise existing ARR through account expansion
• Anticipate churn risks and proactively address them
• Monitor customer health through data‑driven indicators (usage, satisfaction, renewal likelihood)

Continuous Improvement

• Collect client feedback and contribute to improving the product roadmap
• Collaborate internally to improve the customer experience (tutorials, documentation, chatbot, etc.)