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Customer Success Manager (CSM)

About the Role

Risk Ledger is seeking an ambitious Customer Success Manager (CSM) to join our commercial team. The CSM will play a pivotal role in the growth and success of our company, working closely alongside our Head of Customer Success. You will be primarily responsible for driving growth and engagement of a rapidly expanding and strategically critical segment of our customer base.

This is an exciting role where you will work closely with all areas of the company, from product and customer success through to sales and marketing, providing technical and strategic input to maximise the value we bring to customers.

About Risk Ledger

We're a London-based startup, with a mission to solve the problem of security risk in the supply chain, globally. The world runs on data, with every business relationship involving a great degree of trust. We facilitate that trust. Risk Ledger offers a secure social network model for organisations to connect and share their security and risk data.

Risk Ledger is backed by multiple high-profile VCs, including Lifeline Ventures, firstminute capital, Seedcamp, Village Global and Episode 1. We're already working with a number of great companies across multiple verticals to achieve our vision, including the likes of ASOS, Snyk, BAE Systems and the NHS.

We are building an amazing and talented team from a diverse set of backgrounds and skill sets to help us grow and build a truly special company. With ambitious growth plans, this is the perfect opportunity to put your stamp on a fun, fast-paced, early-stage startup.

What you'll be doing

Working with our Head of Customer Success, you will play a critical role in executing and building upon the strategy for customer success. You will be expected to successfully onboard and engage new customers, ensuring we exceed their expectation and value gain. By collaborating with and feeding back to our Product team, you will contribute towards informing our roadmap and strategy for optimizing our product - you will be the voice of our customers and prospects, proactively engaging our wider team to drive product improvements.

The opportunity for growth at Risk Ledger is as big as your ambition. You will play a key role in our Customer Success team and if you love to learn, work towards ambitious goals and are excited to play a leading role during the scale-up phase of our business journey, we would love to hear from you!

Responsibilities

  • Onboard new customers onto the Risk Ledger platform - this involves product implementation, creating bespoke project plans with clients and making sure onboarding milestones are met
  • Build relationships with senior executives and decision makers across various departments within an organisation
  • Train customers to be product experts, creating awareness about new and existing functionalities that can fulfill their specific business needs
  • Analyse customer and product data to proactively identify and implement ways for customers to maximise their use of Risk Ledger
  • Conduct regular business reviews with customers in order to maintain high levels of engagement and satisfaction
  • Be the voice of the customers within the company, sharing customer feedback, contributing to achieve better solutions and drive growth
  • Owning client renewals and expansion opportunities
  • Support the wider teams in customer success, product, sales and marketing to identify new opportunities and provide them with feedback to develop the existing product and processes

We're looking for someone with

  • 2+ years of customer success experience or equivalent, ideally in cyber security or B2B technology
  • Excellent communication skills and ability to articulate Risk Ledger's value proposition and functionality to various audiences
  • A natural ability to interact with people and uncover ways to help them achieve their goals
  • A good understanding of business processes in order to identify the right teams and stakeholders who need to be involved for successful implementation
  • An eye for data in order to identify actionable insights and opportunities for improvement
  • A strong interest in technology and the inclination and aptitude to continuously learn new things

Why join us?

  • 👌 The autonomy and flexibility you need to deliver the work as you see fit
  • 🚀 The opportunity to get involved with customer success strategy and execution
  • 💻 The equipment you need to get the job done, and £500 equipment budget
  • 📚 All the learning resources and books you want to aid in your personal development
  • 📈 Generous EMI stock options
  • 🏖 24 days of holiday a year, plus all bank holidays - take a break, enjoy yourself!
  • ✈️ Up to an additional 30 days of unpaid leave a year to use as you wish
  • 🎉 Regular socials to unwind and have some fun

How to Apply

Email us an introduction along with your CV to jobs@riskledger.com.

We'll be in touch with next steps as quickly as we can.