Customer Success Manager (Cybersecurity)

Location: London, UK (Hybrid). Applicants must have the right to work in the UK.

Base salary: £55,900–£78,500 per year, plus bonus or commission.

Company

hirify.global provides high-assurance cybersecurity and trusted connectivity for mission-critical environments, protecting sensitive data, users, networks, and cross-domain collaboration.

What you will do

• Build and maintain long-term relationships with technical and project stakeholders, acting as the primary contact for ongoing customer operations.
• Create and deliver tailored Customer Success Plans and Service Design Packs for onboarding and solution adoption.
• Lead quarterly remote health checks and regular service reviews to assess deployments, satisfaction, engagement, efficiency, and return on investment.
• Advocate for customers internally, coordinate technical support and escalations, and manage feedback, feature requests, and defect resolution.
• Monitor SLA compliance and support performance while providing guidance on product usage, architecture, migrations, training, and configuration.
• Partner with Account Management and Renewals teams on contract renewals, upsell, and cross-sell opportunities.

Requirements

• Experience in technical customer support, Professional Services Engineering, Technical Account Management, or a similar capacity.
• Strong understanding of customer lifecycle management, customer success practices, satisfaction measurement, problem-solving, and conflict resolution.
• Experience integrating solutions into client infrastructures and translating data insights into actionable strategies.
• Strong communication, collaboration, organization, and time-management skills.
• Experience with Windows servers and workstations and Linux, including Ubuntu and RHEL.
• Understanding of networking and security technologies, including DNS, NTP, HTTPS, SSL certificates, TCP/IP, Ethernet, routing, switching, proxies, firewalls, Syslog, and security best practices.

Nice to have

• Graduate-level qualification in Systems Engineering, Computer Science, or a related technology discipline.
• Experience with Customer Retention Rate, Customer Health Scores, ARR, CSAT, and NPS.
• Ability to analyze, troubleshoot, and reproduce issues using log files and sample data.

Culture & Benefits

• Hybrid work environment.
• Competitive annual leave and pension matching.
• Private medical insurance, dental coverage, health cash plan, and income protection.
• Additional bonus or commission opportunity.