Customer Success Manager

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watchTowr

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🔒 Cybersecurity

🤝 B2B

💰 $19M Series A - watchTowr on 2024-10

Cybersecurity • B2B

watchTowr is a high-growth cybersecurity company that builds solutions and services to help protect large enterprises. The company presents itself as enterprise-focused and hires globally (Singapore, UK, US), offering employee benefits like private health insurance and an ESOP. Its careers and privacy/cookie notices indicate an emphasis on security, compliance, and enterprise-grade protection for customers.

📋 Description

• Own a book of customers based in the EMEA region, acting as their primary point of contact for day-to-day success, questions, and coordination. • Run onboarding, regular check-ins, and service reviews for accounts, keeping engagement consistent and outcomes clear. • Manage inbound support tickets, triaging, responding, and coordinating with Engineering, Labs, and Product where needed. • Track customer health signals, risks, and renewal dates, escalating early when risk is identified. • Act as the voice of the customer internally, providing feedback that helps shape product direction and customer experience. • Support renewals and expansion opportunities with existing accounts, working alongside senior CSMs and leadership where appropriate. • Work closely with senior CSMs to support larger or more complex accounts during busy periods, incidents, or proof-of-value engagements. • Take ownership of internal Customer Success projects such as process improvements, documentation, tooling cleanup, and CS reporting. • Responsibility to maintain and improve internal systems such as HubSpot, Intercom, and internal knowledge bases.

🎯 Requirements

• 2+ years' experience in Customer Success or a similar customer-facing role. • Experience managing enterprise SaaS customers within the cyber security industry, ideally threat intelligence, offensive security, or adjacent security domains. • Highly organised, able to manage multiple priorities in a fast-paced environment. • Clear and concise communicator, both written and verbal, with strong listening skills and the ability to understand customer pain points. • Highly organised with strong time management skills and the ability to juggle multiple priorities simultaneously. • Self-motivated and proactive, with the ability to work independently and collaborate effectively across teams. • Familiarity with in SaaS metrics and familiar with customer success tools is preferable (e.g., Gainsight, HubSpot, Intercom). • A continuous improvement mindset, with an interest in leveraging automation, AI, and data-driven decision making to enhance customer outcomes and operational efficiency.

🏖️ Benefits

• Competitive compensation - we believe that hard work, skills and ambition should be fairly compensated. • Meaningful role in a company - You will be a key and early contributor to a fast-growing cybersecurity business that helps protect some of the world's largest enterprises. • The best tools and powerful kit - we enable you with the tools to effectively fulfil your role. • Endless opportunities – we are in a high-growth phase of our journey, and plan to promote from within as we scale. • Work with cyber security experts – we are solving cutting-edge industry-wide cyber security challenges with some of the world’s most advanced organisations.