Customer Success Manager (Cybersecurity)

TL;DR

Customer Success Manager (Cybersecurity): Managing the entire customer lifecycle for public sector and enterprise accounts, driving adoption, retention, and expansion with an accent on understanding customer needs and translating them into actionable product insights. Focus on designing and improving customer success approaches in a highly regulated environment, and maximizing NRR across the portfolio.

Location: Hybrid working in London, typically 2-3 days in the office.

Salary: £60,000–£75,000 GBP

Company

hirify.global is developing a network of connected organisations to defend against cybersecurity attacks in the supply chain, trusted by customers like ASOS, Snyk, BAE Systems and the NHS.

What you will do

• Manage a portfolio of high-touch public sector and enterprise customers to ensure successful adoption and achievement of business goals.
• Onboard new customers, including product implementation, training, and change management with key stakeholders.
• Run regular business reviews to ensure continuous customer engagement and goal achievement.
• Own the end-to-end renewal process, proactively identifying growth opportunities and mitigating risks.
• Build strong, trusted relationships with senior stakeholders across complex public-sector structures.
• Act as the voice of the customer internally, collaborating with Product, Sales, and Marketing to shape solutions and drive business growth.

Requirements

• 3+ years of Customer Success experience, ideally in B2B SaaS or Cybersecurity, with mid-market or enterprise accounts.
• Experience managing public sector customers or operating in complex, regulated environments, and navigating multiple senior stakeholders.
• Excellent communication skills and a natural ability to build trust, ask the right questions, and uncover where to drive impact.
• Highly collaborative mindset, enjoying working with Product, Sales, Marketing, and Support.
• Genuine interest in technology and curiosity to continuously learn new concepts, features, and market trends.
• Strong impact and results focus, with a real sense of ownership and ability to prioritise across multiple complex customers.
• High Emotional Quotient (EQ) to thrive in a low-ego, fast-paced startup environment that values self-awareness and two-way feedback.

Culture & Benefits

• Competitive base salary and generous EMI equity package.
• Private pension and private healthcare with AXA Insurance, including enhanced mental wellbeing coverage.
• 25 days annual leave + bank holidays, plus additional 30 days of unpaid leave and ad-hoc companywide rest leave.
• Enhanced family (parental) leave (12 weeks paid, gender-neutral) and 5 days Caretaker's leave.
• Enhanced occupational sick pay.
• £500 WFH budget and all learning resources/books for personal development.
• Regular socials and a hybrid working policy (2-3 days in office).