Customer Success Manager (CSM)

About the Role As a Customer Success Manager, you will be the main point of contact for our clients, playing a key role in ensuring they get the most value from Patrowl. Your mission is simple: drive customer satisfaction, retention, and growth. You’ll build strong relationships with your clients, support them throughout their journey, and contribute directly to our upsell strategy. What You’ll Do You will work closely with clients on the following topics: Customer Relationship & Success • Act as the primary point of contact for your clients

• Build strong, long-term relationships based on trust

• Support clients during onboarding to ensure a smooth start

• Provide guidance and share best practices to maximise product adoption

Strategic Account Management • Build and execute structured account plans

• Identify and drive upsell and cross-sell opportunities

• Map key stakeholders (CISOs, cybersecurity teams, IT, C-level)

• Challenge and support clients in evolving their security strategies

• Translate technical topics into clear business value and impact

Delivery & Orchestration • Lead complex deployments and client projects

• Coordinate internal teams (Sales, Tech, Product, Support)

• Ensure commitments are met (SLA, roadmap alignment, priorities)

Executive Relationship Management • Organise and lead Quarterly Business Reviews (QBRs)

• Engage with senior stakeholders in complex, multi-contact environments

• Communicate performance, value delivered, and future opportunities

Retention & Growth • Own contract renewals and ensure high retention rates

• Maximise existing ARR through account expansion

• Anticipate churn risks and proactively address them

• Monitor customer health through data-driven indicators (usage, satisfaction, renewal likelihood)

Continuous Improvement • Collect client feedback and contribute to improving the product roadmap

• Collaborate internally to improve the customer experience (tutorials, documentation, chatbot, etc.)