Manager, Customer Experience (SaaS)

TL;DR

Manager, Customer Experience (SaaS): Leading a team of Customer Experience Managers to drive value realization, product adoption, and revenue growth for strategic accounts with an accent on cloud security solutions. Focus on mentoring high-performing teams, managing key account relationships, and streamlining cross-functional strategy between sales and operations.

Location: Must be based in London (UK) or Paris (France) with the legal right to work in the respective country.

Company

A rapidly growing cloud security startup helping organizations secure their cloud environments and accelerate business growth.

What you will do

• Lead, mentor, and motivate a team of CEMs focused on strategic customer accounts.
• Serve as the primary CEM for a targeted portfolio of key accounts to pilot and refine strategic plays.
• Drive customer deliverables and project execution strategies to ensure value realization.
• Achieve quarterly revenue goals tied to retention, growth, and adoption.
• Collaborate with sales, legal, and operations teams to streamline communication and strategy.
• Act as an escalation point for at-risk customers to ensure long-term retention.

Requirements

• 5+ years of experience in CSM, CEM, or PM roles, ideally within security or cloud sectors.
• 3+ years of experience managing post-sales or customer success teams focused on Fortune 100 accounts.
• Proven track record of mentoring and managing high-performing revenue teams.
• Deep understanding of Security SaaS offerings and pricing models.
• Must have legal right to work in the UK or France without visa sponsorship.

Culture & Benefits

• Work in a fast-paced, innovative environment at a leading cloud security company.
• Collaborate with a global team of experts across 20+ countries.
• Opportunity to make a significant impact in a massive, growing market.
• Culture that values world-class talent, creativity, and professional growth.