Customer Success Manager - London, UK at Torq

Torq, a cybersecurity company experiencing rapid growth, is seeking a Customer Success Manager to join their team. This role is based in London, UK. The Customer Success Manager will be responsible for ensuring customer onboarding, adoption, and expansion across various relationships. Torq is looking for someone passionate about customers and skilled at creating solutions to meet their needs.

Responsibilities:

• Responsible for customer's onboarding experience, adoption, and expansion across a range of relationships.
• Partner with customer stakeholders, channel partners, and sponsors to drive product adoption.
• Be a customer advocate in influencing product roadmap and improvements.
• Identify and escalate issues relevant to the customer and support team to achieve client success.
• Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments.
• Address and associate business benefits to align with emerging and evolving needs.
• Identify renewal needs with our clients on an ongoing basis and collaborate with internal teams to give the customer the best service.
• Monitor key performance metrics like customer satisfaction, renewal rate, upsell/cross-sell lead identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement.

Requirements:

• Minimum 3 years experience in a CSM-related role.
• Security knowledge is a must!
• Cloud platform experience (AWS, GCP, Azure) highly preferred.
• Proficiency in using the Salesforce platform.
• Experience leveraging customer success tools like ChurnZero, Gainsight, and Totango.
• Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers.
• Self-driven and process-oriented philosophies.
• Passionate about customers, see their needs, and have the ability to create solutions.
• Ability to multi-task and work in a dynamic environment with constant change to address emerging security risks and challenges.