Customer Success Manager - London

About Us

Resilience is the next-generation cyber risk company that’s on a mission to help make the world cyber resilient. 

Founded in 2016 by experts from across the highest tiers of the US military and intelligence communities, augmented by prominent leaders and innovators from the insurance and technology industries, the privately-held firm is rewriting the rules of how cyber risk is assessed and managed for middle to large market enterprises. Rooted in decades of experience, Resilience helps financial, risk, and information security leaders continuously improve their organizations' cyber resilience by connecting cyber insurance coverage with advanced cybersecurity visibility and a shared plan to reinforce actionable cyber hygiene. 

Resilience is proud to be backed by leading technology investment firms including General Catalyst, Lightspeed Venture Partners, Intact Ventures, Founders Fund, CRV, and Shield Capital. With headquarters in San Francisco, Resilience’s team is globally dispersed, with offices in New York, Chicago, Baltimore, Toronto, and London. Resilience offers insurance coverage through its licensed and appointed insurance agency and security services through its expert security team.  

For more information, visit us at www.cyberresilience.com

As a Customer Success Manager, you will be part of a small group managing a large pool of low-touch customers and ensuring interactions go smoothly from a customer experience point of view. This involves providing direct support to customers, facilitating onboarding's, resolving customer issues and inquiries, collecting customer feedback, and identifying opportunities for upselling and cross-selling. The role requires strong communication and time management skills to deliver exceptional service and achieve business objectives. A strong analytical and goal-oriented mindset will serve you well.

Responsibilities

• Serve as the primary point of contact for key accounts, acting as a trusted advisor throughout the customer journey.
• Facilitate communication between customers and internal teams, ensuring timely resolution of inquiries and requests.
• Lead the onboarding process, conducting meetings, platform demos, and introducing customers to the Resilience solution.
• Monitor customer engagement signals and proactively provide support to ensure satisfaction and retention.
• Collaborate cross-functionally with Sales, Product, Underwriting, and Marketing to deliver a seamless customer experience and drive customer success.
• Advocate for customers internally, providing feedback to influence product improvements and development priorities.
• Identify and pursue upsell and cross-sell opportunities, partnering with Sales and Customer Success Managers.
• Manage projects with strong attention to detail, ensuring tasks are completed on time and meet quality standards.
• Maintain accurate client records and partner with Marketing to deliver periodic updates and communications.

Qualifications

• 1–3 years of experience in customer success, onboarding, account management, or customer support roles.
• Fluency in English and any of the following languages: Italian, Spanish, French, or German (written and spoken).
• Exceptional communication and interpersonal skills, with a talent for building strong client relationships, influencing outcomes, and maintaining diplomatic, goal-oriented conversations.
• Highly organized and analytical, with the ability to prioritize tasks effectively and proactively monitor accounts for potential risks or opportunities.
• Proficiency with CRM platforms and other tools for managing customer interactions. Proven ability to quickly learn and adapt to new software on the job.

What Resilience Offers You

-Flexible work environment and a remote working culture. 

-We understand you need time off to recharge. Our employees are given flexible annual leave entitlement that they are encouraged to use!

-Our comprehensive remuneration package: highly competitive salary, stock options, bonus structure and exceptional employee benefits scheme. This includes up to 12% pension contribution, healthcare cash plan, private medical insurance, life insurance, income protection insurance and critical illness insurance.

-As a quickly growing company, we are able to offer employees professional development and career growth opportunities.

-Connection: interest driven Slack channels help to keep our remote workforce connected with one another (#foodies, #pets, #fitness), as well as company off-site events.

Accommodations and Accessibility

We want to ensure you're able to perform as well as possible in your interview. As part of that, if you have any accessibility-related needs to ensure a comfortable visit, please let us know. We'll do our best to provide reasonable accommodations to suit your working style during your interview and if you join our team.

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our Human Resources team at [email protected].