Customer Success Manager (Silver) bei MetaCompliance

As a Customer Success Manager – SILVER, you will be your customers’ trusted cyber-advisor and product expert, proactively guiding them to maximize the value of our platform. You will work closely with customers to ensure they achieve key milestones in their journey, drive high engagement, and gain tangible business outcomes. Your focus will be on building lasting relationships rooted in trust, delivering strategic value, and empowering customers through expert product knowledge and actionable cybersecurity insights.

Key Responsibilities:

• Build and strengthen long-term customer relationships, acting as a strategic partner and expert advisor in both product usage and cybersecurity awareness.
• Proactively guide customers toward achieving critical milestones in their journey, ensuring consistent engagement with our platform’s features and capabilities.
• Monitor customer health and behavior to identify risks and opportunities, intervening early to keep customers on track and maximizing value.
• Drive product adoption by encouraging best practices and aligning platform use with the customer's specific goals and objectives.
• Deliver tailored, hands-on recommendations and action plans that empower customers to reach meaningful outcomes and accelerate time-to-value.
• Stay up to date on the latest cybersecurity threats and trends, delivering relevant, practical guidance to help customers protect their environments.
• Collaborate with cross-functional teams (Sales, Product, Support) to ensure a seamless customer experience and act as the internal voice of the customer.
• Track and report on customer progress, identifying patterns and areas for improvement to continuously refine success strategies.

Experience & Qualifications:

• At least 2 years of experience as a business-to-business (B2B) Customer Success Manager is required.
• Experience within a cybersecurity company is strongly preferred.
• Multi-Lingual; English is required, French preferred and Spanish, Italian & Portuguese an advantage.
• Proven success in driving customer adoption, product engagement, and long-term retention.
• Strong interpersonal, communication, and consultative skills with the ability to influence stakeholders at various levels.
• Familiarity with customer success metrics related to engagement, product usage, and outcome achievement.
• Excellent problem-solving abilities with a proactive and strategic mindset.
• Strong organizational skills with the capacity to manage multiple accounts and priorities simultaneously.
• Proficiency with CRM and customer success platforms (e.g., Gainsight, Salesforce, HubSpot).
• Solid understanding of cybersecurity principles, risks, and best practices.

Performance Metrics:

• Customer Engagement: Ensure customers are consistently engaging with key platform features and content.
• Product Adoption: Drive steady progression through critical usage milestones.
• Milestone Achievement: Monitor and support customer progress toward strategic objectives.
• Cybersecurity Awareness: Keep customers informed of relevant risks and guide them on effective mitigations.
• Customer Satisfaction: Maintain high levels of customer satisfaction and advocate for their success.
• Renewal/Churn Rate: Minimize churn through proactive engagement and demonstrated value delivery.
• Net Revenue Retention: Drive upsell, cross-sell, and retention through long-term relationship building and strategic account growth.

Interested? Apply now and let’s have a chat.

Statement on Fair Employment and Equal Opportunities:

MetaCompliance Ltd wishes to ensure equal opportunity is given to all job applicants. This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age, or disability.