We are looking for a Technical Customer Success Manager who will join a small team in representing the Advanced Threat Centre in our ECS (Enterprise Cyber Security) Business. This role is characterised by the need for technical and operational delivery knowledge and skills within cyber security and a well-developed ability to understand the client’s business and requirements as well as the business challenges and risks that organisations face. Customer Success is about working directly with our customers and our internal delivery teams, to help drive innovation and improve services. By interfacing directly with customers, you will serve as a direct conduit for feedback from Fujitsu’s customers with both positive feedback, and customer escalations to drive continuous service improvements! Customer success is about building relationships with Customer’s and becoming very familiar with your assigned customers and their needs, as well as looking for opportunities where Fujitsu can assist with their challenge and drive growth. Technical Customer Success Manager (Cyber Security) UK Flexible – (Travel may be Required) Our purpose is to make the world more sustainable by building trust in society through innovation. As a Customer Success Manager you will contribute to this by working directly with our customers to help them get the most out of their services with Fujitsu, building trusted relationships with business leaders and serving as an escalation point to address service issues and concerns to ensue we become trusted business advisors. Your role will involve 1. Relationship Management & Advocacy: - Build and maintain strong, positive relationships with clients and internal account teams. - Serve as the primary point of contact for all client inquiries, requests, and issues. - Act as the voice of the customer within the company, advocating for their needs and interests. - Ensure high levels of client engagement and satisfaction. 2. Customer Onboarding & Enablement: - Oversee a smooth and efficient onboarding process for new customers. - Provide guidance, and advice on cybersecurity best practices and our solutions. - Ensure clients are well-equipped to utilize our services effectively. 3. Service Delivery & Growth Support: - Ensure successful delivery of cybersecurity solutions and services, meeting client requirements and timelines. - Provide technical advice and assistance to sales and pre-sales teams. - Support business growth by assisting with bids, renewals, and identifying upsell opportunities. 4. Continuous Improvement & Issue Resolution: - Act as a conduit for customer feedback to drive continuous service improvements. - Proactively address and resolve customer issues, leveraging feedback for corrective actions. - Serve as the main escalation point for service issues, ensuring prompt and effective resolution. - Collaborate with internal teams to identify and mitigate risks impacting client satisfaction. Key Goals: - Reduce account exits and increase renewals. - Support business growth and identify upsell opportunities. - Help customers achieve their cybersecurity objectives. - Support smooth and successful onboarding of new services - Build and maintain strong customer and internal relationships. This is not an exhaustive list, there may at time be a requirement for you to carry out other tasks. Your transferable skills and experience: - Strong experience working within a technical cyber security role, with experience in sales/presales activities. - Experience working in implementation, operations, or consulting roles. - Degree in a computer science or information systems related discipline, or equivalent relevant experience. - Technical background and good understanding of Cyber Security technologies. - Ability to communicate information security-related concepts to a broad range of technical and non-technical personnel. - Good thought leadership abilities and experience, demonstrating ability to think outside the box and to recognise nuances and trends within the market before they are mainstream. Please note: It’s still worth applying even if you do not meet all the requirements above. We are passionate about investing in you and your career and if you have the transferable skills/ background in customer service or relationship management this could be the next opportunity for you. Your benefits: 26 Days annual leave plus public holidays (3 flexible) Pension – Double matching contributions of up to 10% Life assurance Companywide incentive plans Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more) Perks at work – employee discounts Employee assistance programme/ virtual GP Medical Cover Recruitment process The recruitment process consists of two stages of interviews. We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Email EMEIArecruitment@fujitsu.com if you would like to apply through the Disability Confident Interview Scheme. Achieve Together We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer. We are people centric: Our work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion. #LifeAtFujitsu

• Deeply understand the Asana product and workflows to serve as a product expert and trusted advisor. • Lead impactful, time-bound workflow engagements with customer accounts that drive adoption and engagement across diverse customer segments. • Collaborate with cross-functional teams to tailor engagements that align with account objectives and drive meaningful customer outcomes. • Manage competing priorities and multiple customers, delivering timely, tailored solutions.

Overview About the Role & TeamWe are seeking a highly execution-oriented Customer Success Operations Specialist to refine, optimize, and assist in scaling the systems, processes, and workflows that enable our Customer Success organization to drive retention, expansion, and measurable customer value. This role sits at the intersection of CS, RevOps, IT, Product, Sales, and Finance, and will be a part of the operational backbone of the post-sale customer journey. The ideal candidate combines hands-on technical capability (CS platforms, CRM, automation tools) with strong process design skills and a demonstrated ability to leverage automation and emerging AI tools to improve efficiency and scale. This is a builder role — not a strategist removed from execution. You will configure tools, build automations, refine processes, train teams, and continuously improve how Customer Success operates. You should be comfortable experimenting with and implementing AI-driven workflows, as well as identifying practical opportunities to reduce manual work and enhance CSM productivity What You’ll Do Customer Success Systems & Tooling Manage the administration and optimization of Customer Success platforms (e.g., Gainsight, Totango, ChurnZero). Partner with RevOps on Salesforce integration, data hygiene, reporting, and system-driven automation. Support and optimize customer support/call center and ticketing systems (e.g. Intercom, Jira, Zendesk).Refine and maintain scalable system workflows supporting onboarding, health scoring, renewals, and expansion. Build dashboards and reporting that measure retention, Net Revenue Retention, onboarding velocity, and value realization. Automation & AI-Enabled Workflows Identify repeatable CSM activities and implement automation to support tech-touch workflows, reduce manual effort, and improve consistency. Leverage AI and automation tools (e.g., copilots, generative AI, workflow platforms) to enhance account insights, risk detection, and customer communications. Partner cross-functionally to pilot and integrate AI-driven capabilities into Customer Success processes and systems. Continuously test and iterate on new tools and approaches to improve team productivity and scale. Customer Lifecycle & Process Design Execute and standardize core customer lifecycle processes, including onboarding, success planning, Quarterly Business Reviews, renewals, and expansion. Contribute to frameworks for value realization and structured customer engagement. Establish and evolve customer health scoring models using data-driven and predictive inputs. Create playbooks to support consistent execution across risk mitigation and growth motions.Help understand and action voice of customer feedback to drive adoption, satisfaction, and CSM motions. Enablement & Training Enable CSM adoption of tools, workflows, and standardized processes through training and documentation. Develop Standard Operating Procedures, playbooks, and internal resources to support consistent execution. Support adoption of automation and AI-enabled workflows through practical training and use cases. Cross-Functional Alignment Partner with RevOps, Sales, Product, and Finance to ensure alignment across systems, data, and customer processes. Improve handoffs, pipeline visibility, product feedback loops, and renewal forecasting accuracy. What You Bring - 3–6 years in Customer Success Operations, RevOps, or Customer Success systems roles. - Hands-on experience with at least one CS platform (Gainsight, Totango, ChurnZero). - Hands-on experience with AI tools (e.g., ChatGPT, Claude, copilots, workflow automation platforms) in a professional or operational context. - Hands-on experience deploying agentic AI to automate customer success workflows and optimize end-to-end client lifecycle performance. - Strong Salesforce experience (workflow rules, reporting, object design). - Demonstrated experience building and optimizing customer lifecycle processes. - Experience supporting onboarding, success planning, QBRs, and renewal workflows. - Experience developing enablement materials and training frontline teams. - Comfortable working cross-functionally with technical and non-technical stakeholders. - 100% Remote - <10% travel · Preferred: - Demonstrated curiosity and willingness to experiment with new technologies to improve team productivity. - Familiarity with value realization frameworks and outcome-based success measurement. - Experience in B2B SaaS environments with recurring revenue models. - Basic understanding of SQL, data models, or integrations. Why This Role Stands Out At IDC, your work helps shape how the world understands technology and where it goes next. You collaborate with curious, high-caliber colleagues who value rigor, integrity, and shared success. As the premier global provider of trusted technology intelligence, IDC equips business and technology leaders with the evidence they need to make confident decisions. Our insights inform strategy, investment, and innovation across industries and regions. Recognized by IIAR as Analyst Firm of the Year for five consecutive years, IDC sets the standard for credibility and impact. With more than 1,000 analysts worldwide and a truly global perspective, we combine deep expertise with practical relevance. Here, your ideas matter, your voice is heard, and your contributions provide the insights leaders rely on every day. It is meaningful work, backed by a culture that supports growth, collaboration, and long-term career development with a globally respected brand. What We Offer - 15 vacation days per year (increases with tenure; carryover allowed) - 10 paid sick days per year - 1 week paid new parenting leave - Flexible work options (remote, part-time, flexible hours) - Health, dental, vision, and paramedical coverage for you and your family - $1,600 annual healthcare spending account - Employee Assistance Program for counseling and support - Best Doctors medical second opinions - Life, AD&D, and long-term disability insurance - Retirement savings plan with company match (up to 4% of salary) - $75/month technology allowance for home office or phone expenses - Company-paid cell phone plan Compensation Transparency At IDC, we are committed to fair and equitable pay practices. Employees are compensated equitably for their work, aligned with their skills and experience. Salary and incentive structures are determined through a rigorous process that considers experience, education, certifications, role-specific requirements, internal equity, and verified Canada market data from an independent third-party partner.The expected total annual compensation, depending on location and experience, is between 71,000 CAD – 100,000 CAD, inclusive of base salary and variable compensation. Equal Opportunity Employer IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify. #LI-HR1#LI-CB1#LI-Remote#LI-Hybrid#LI-Onsite

• Conduct regular check-ins, feedback, and health meetings to strengthen client relationships • Request testimonials, Google reviews, referrals, and case studies from satisfied clients • Collaborate with HR to conduct employee feedback sessions and improve placement success • Track client satisfaction, retention, and expansion metrics; proactively address risks of churn • Serve as the main point of contact for clients and remote hires, ensuring smooth communication and alignment • Identify opportunities to upsell or cross-sell additional services or talent engagements • Drive new business by generating and nurturing leads, scheduling demos, and presenting Hiregummy’s offerings • Meet defined KPIs for outreach, conversions, and revenue growth • Build and maintain a pipeline of potential clients and follow up effectively • Work closely with leadership to align sales strategies with overall business goals • Partner with internal teams (Sales, Operations, HR) to ensure client needs are met efficiently • Maintain accurate records in CRM and provide regular performance updates • Contribute ideas to optimize sales and client success processes