Customer Success Manager

Technical Customer Success Manager

About the company

An early-stage cybersecurity company developing autonomous offensive security agents that identify and validate vulnerabilities. Its technology helps organisations understand how their systems could be compromised and which security issues they need to prioritise and fix.

About the role

We are looking for a Technical Customer Success Manager to own customer relationships from contract signature through onboarding, security engagement delivery and renewal.

You will be a trusted point of contact for customers, ensuring engagements stay on track, technical findings are clearly communicated and security outcomes translate into actionable remediation priorities. You should be comfortable discussing penetration testing with enterprise security teams and translating their requirements into clearly defined testing engagements.

Key responsibilities

• Customer onboarding: Translate signed agreements into structured delivery plans, aligning stakeholders, expectations and milestones.
• Technical scoping: Work with customers and internal security teams to define testing objectives, target environments, access requirements and rules of engagement.
• Customer relationship management: Lead regular check-ins, communicate progress, resolve blockers and manage expectations throughout each engagement.
• Security findings and remediation: Guide customers through findings, explain how vulnerabilities were validated and why they matter, and help prioritise remediation. Coordinate with security researchers when deeper technical expertise is required.
• Customer outcomes and renewals: Track customer objectives, address concerns proactively and take ownership of the renewal process.
• Product feedback: Communicate customer needs and recurring challenges to engineering and research teams, helping improve the product and service delivery.

Requirements

The ideal candidate may be a former penetration tester who has transitioned into engagement management, a Technical Account Manager at a cybersecurity vendor, or a technical customer success professional with a strong offensive security background.

You should bring:

• A solid understanding of penetration testing, vulnerability validation and remediation, with the ability to ask relevant technical questions and recognise when specialist input is needed.
• Experience managing customer relationships or security engagements, including scope definition, expectation management, delivery coordination and difficult conversations.
• Excellent communication skills, with the ability to discuss technical findings with security engineers and explain their significance to senior stakeholders.
• Strong organisational skills and follow-through, ensuring commitments are met, stakeholders are aligned and issues are resolved.
• An ownership mindset and the ability to build processes while delivering results in an early-stage business.

Experience working with banks, financial services firms or other regulated enterprise customers would be particularly valuable.

Why join?

You will help shape how organisations adopt a new generation of offensive security technology. Working closely with engineers and security researchers, you will influence product development, improve service delivery and take direct ownership of customer outcomes.

As the company grows, you will also help establish and develop its customer success processes and function.

Pay: £80,000.00-£90,000.00 per year

Work Location: Hybrid remote in London