Customer Success Manager

One of the most exciting prospects in the UK cyber security sector today, Bridewell is a leading cyber security services company specialising in protecting and transforming critical business functions for some of the world's most trusted organisations. We are the trusted partner for operators of essential services and provide end-to-end cyber security capabilities that help our clients overcome their security challenges, allowing them to operate safely and securely.

Bridewell holds the Gold level, Investors in People award which we feel solidifies and reflects on the outstanding calibre that makes us truly one team.

We seek ambitious individuals passionate about Project Management and Cyber Security to join us as Customer Success Managers at Bridewell. Candidates should have proven experience in Customer Success, Relationship Management, Customer Onboarding, Implementations, or Project Management-preferably within Cyber Security. This role is crucial in helping customers realize value from their investments and ensuring high-quality service delivery from internal teams.

A Customer Success Manager plays a critical role in the Managed Security Services Team at Bridewell, focusing on helping customers realize value from their investments. You will support onboarding, development, and maintenance of customer relationships throughout the service lifecycle, promoting growth and retention while advocating for customers within the company. This role also involves driving excellence in service delivery to ensure high customer satisfaction, as well as defining continuous improvement and developing processes for consistent service management.

Role Responsibilities

• Build and maintain trusted and transparent customer relationships, acting as the day-to-day contact for Services provided by Bridewell.
• Support the customer through each stage of their Bridewell journey developing an understanding of their needs, goals, and challenges.
• Be the 'go to' point of contact and trusted security advisor for your customer within Bridewell.
• Be the customer voice within Bridewell working with Bridewell teams to ensure excellent customer experience, maximising value for both Bridewell and the customer.
• Own customer success plans to drive service adoption, providing strategic guidance, enablement, and day-to-day advice to help them maximise value.
• Proactively monitor and analyse your customer's needs to identify opportunities and potential risks that may impact their security posture.
• Regularly assess how the customer is using Bridewell services, are services meeting their needs and identify areas for continuous improvement.
• Identify up-sell, cross-sell, and expansion opportunities and follow-up with Account Management.
• Ensure regular communication with your customers, owning and leading regular check-ins, face to face meetings, events, and reviews.
• Initiate, organise, facilitate, and participate in events such as workshops, both in person and remotely.
• Own and lead Weekly and Monthly reviews.
• Own actions from Quarterly and Annual Reviews.
• Prepare documentation, presentations, and reports to support and display project decision making and delivery.
• Own minutes and actions from meetings, follow up resolutions with appropriate teams.
• Own performance management for your customer ensuring services are as contracted, delivered to high quality standard, manage scope creep and revenue leakage.
• Get customer feedback via net promoter surveys to develop and improve customer relations and Bridewell services.
• Provide continuous education for customers to help build business strategy and goals, mapping the customer journey.
• Assist development of Bridewell engagement strategies, policies, procedures, and governance.
• Provide escalation management to enable swift and accurate decision making for resolutions for both Bridewell and the customer.
• Be able to communicate confidently about managed security services using appropriate language and make relevant recommendations.
• Be able to deliver documented cyber security work packages to customers such as tabletop exercises or security awareness education.

What we're looking for

• 2+ years relevant experience in IT Service Delivery or in Customer Success Management
• Operational background to define and leverage business metrics to drive the customer journey.
• Experience in account retention and growth, with excellent commercial background and understanding.
• Track record in successfully managing, high value customers with multiple stakeholders and competing priorities.
• Work independently to build and execute customer engagement plans through clear, well-defined tactics to ensure the success of the customer and Bridewell.
• Passion for building trust and communicating effectively with a broad range of stakeholders from C-suite to day-to-day users.
• Good time management and organisational skills with ability to multi-task.
• Good communicator with exemplary written and verbal skills coupled with unparalleled follow-up skills.
• Display a proactive mindset and be used to working with data to identify and solve common business challenges.
• Adaptable and not afraid to challenge the status quo.
• ITIL V3 or4 certification.
• Project Management and Delivery.

Our vision is to create a safe, inclusive digital world where people and organisations can thrive. Our values of Do the Right Thing, One Team and Above and Beyond emphasises the importance of the part we play in society, and our commitment to our people and clients. Our story to-date has been phenomenal, but success doesn't end here and as we continue to grow and scale, we want to keep the same culture, passion and commitment to high quality that has enabled us to get this far. Bridewell will provide a great career opportunity with continual development as well as the following:

• 25 Days Holiday - Plus buy and sell options
• Flexible Working (around core office hours)
• Performance Incentive Bonus
• Company Pension
• Employee Shareholder Scheme
• Personal Day & Birthday Off - After 1 year of service
• Family Leave - After 1 year of service
• Enhanced Maternity based on length of service
• Dedicated Training Budget
• Life Assurance
• Electric Vehicle Scheme & Cycle to Work Scheme
• Private Healthcare (incl. Gym discounts and vision care)

Location: Bridewell operates a hybrid and flexible working policy, however you will be required to travel to different sites on occasion.

Note: To be eligible for this job you must either hold UK Security Clearance or be eligible and willing to go through this security clearance.

Bridewell values diversity in the workplace and is a fair and equal opportunity employer. We are committed to creating an equal and inclusive working environment, with the aim that our employees will be truly representative of all sections of society and each person feels respected and able to give their best.