Customer Success Manager

As Customer Success Manager, you will work closely with our Account Management and Professional Services teams to help our customers maximise the value from their subscriptions.

Application deadline: 31st May 2022

About Egress: a leader in human layer, SaaS delivered, contemporary data security.

Security and privacy are paramount when managing and controlling sensitive data. Whether it is emails containing private data shared with customers or engaging business partners with proposals, contracts, media files or documents, sensitive data should not fall into the wrong hands.

Yet to date, organisations have become frustrated with the multiple standalone tools that fail to provide top-level visibility and global control, which results in users bypassing security due to poor user experience and functionality. With a heightened threat posed by covert external attacks including malware and phishing, and insider threats like accidental and premeditated disclosure of data, plus the growing regulatory compliance burden from aggressively enforced GDPR, NYDFS, HIPAA, PCI, and FTC mandates, the stakes could not be higher.

To address this customer challenge, Egress offers an intelligent data security platform that allows the user the freedom to categorise and share unstructured data safely. The Platform allow companies to automatically discover, understand, secure and control the data they process and share.

Egress can help empower employees and citizens with high availability, easy to use and data sharing and collaboration services with unique Machine Learning automation capabilities for reducing risk in today’s cloud and mobile-centric business. Our industry proven, accredited technology is used across defence, financial services, government, healthcare and the wider enterprise, helping organisations secure data and manage breach risk at over 1500 enterprises world-wide.

The Role

As Customer Success Manager, you will work closely with our Account Management and Professional Services teams to help our customers maximise the value from their subscriptions.  Building upon the traditional foundation blocks of Customer Success and as part of the recently formed Adoption team, you will be operating in a highly agile environment and will be responsible for running a variety of programmes with the aim of increasing adoption and customer advocacy.

Reporting to the Lead Customer Success Manager your responsibilities will include:

  • Using data, reports and insights to review accounts, identify churn risks and develop appropriate mitigation plans and strategies
  • Building key metrics that highlight the value Customer Success brings to our customers and to the business
  • Developing and maintaining strong business relationships with a portfolio of customers to ensure desired outcomes are met, drive retention and identify potential growth opportunities for the Account Management team
  • Collaborating with internal teams to develop new initiatives, collateral and communication strategies to help with customer value awareness

The Candidate

  • Must possess a natural communication style and have outstanding interpersonal skills to empower internal and external stakeholders, at all levels, to help achieve the business goals
  • Must be comfortable working in a fast-paced, high-pressure international business environment
  • Have extensive experience in customer facing roles and able to confidently engage with international customers
  • Have a strong technical aptitude and be a fast learner, capable of taking in technical concepts and convert them to compelling stories and use cases to prove product value
  • Must be enthusiastic, proactive and able to significantly contribute in a newly formed team that is still building out its processes and strategies and is evolving rapidly
  • Have a proven track record of 3+ years of customer success management experience, preferably in a B2B SaaS business.
  • Proficiency in Salesforce, Power BI and Excel is advantageous but not necessary

Who would suit this role in your team?

We asked the existing team for their input to this question. Here are some of their answers:

“If you would like to make a difference and have the drive to take initiative in order to improve customer engagement as well as improving cross-functional processes within the business, then this is the role for you.”

“It’s not often you get the opportunity to work alongside smart and outgoing people. You also get to impact customer outcomes. This team collaborates with several teams, keeping the job interesting and exciting.”

“Everyone in the team brings something different to the table. We are looking for a unique individual who feels as passionate about customers as we do whilst also being willing to contribute to the team’s growth and maturity.”

The company

Egress is proud of our uniquely agile, effervescent, and people focussed environment. Our core values of Culture, Excellence, Ambition and Integrity run through everyone who works for us, and everything we do.

We are a sociable company, working hard and playing hard in equal measure. The atmosphere in our offices is friendly and supportive, with a competitive edge! We enjoy regular nights out and there are plenty of social activities including company funded team lunches and monthly activities. Employees also enjoy free breakfasts and fruit, and top end coffee.

Privacy and Your Data

Please take the time to check and read our recruitment privacy policy. The information you provide to us when you apply will be held, stored and processed by Egress Software Technologies Limited in accordance with it.

Any job offer that we may make to you will be subject to you successfully passing background checks.

Benefits

Social
  • Regular charity events and fundraisers
  • Monthly socials paid for by the company
  • Annually fully funded company kickoff
  • Management / peer recognition programmes with rewards
  • Regular employee personal development and training reviews
  • Flexible dress code
  • Social pool league

Physical
  • Free eyecare vouchers
  • Free breakfast, fruit and all the coffee you can drink
  • Fully funded private medical
  • Discounted gym membership
  • Cycle to work scheme




Financial
  • 25 days annual leave, increasing to 26 after your first year in the business
  • Contributory pension scheme
  • £2,000 employee referral scheme
  • Eligibility to participate in Enterprise Management Investment (EMI) stock option scheme
  • Egress perks portal and retail discount scheme