Role Description We currently have an opportunity for an ambitious and highly motivated Customer Success Manager to join our VikingCloud Team. In this role, the right candidate will act as a trusted adviser for our largest clients driving customer satisfaction, value, retention, and growth. The CSM will be responsible for day-to-day management of key clients’ relationships with a laser focus on creating customer value. A self-starter, who combines tactical daily account management with a strategic approach to securing retention and growth, the CSM will be dedicated to their clients and act as their internal advocate to ensure they are set up for long-term success. Responsibilities - Act as primary contact for assigned Level 4 clients - Own the overall client relationship to ensure client satisfaction, drive retention & support programme growth - Manage and deliver key client communications to the highest standards on behalf of VikingCloud - Own recurring client engagement cycles to ensure a high-level of customer satisfaction - Own periodic key client engagements, such as product roadmaps, reporting insights, QBRs, etc. - Maintain detailed and accurate merchant volume reporting and forecasting - Cultivate strong relationships with key influencers and decision makers at assigned client accounts - Understand client business models, particularly as it relates to GTM strategy, product offerings, portfolio makeup, and any other key company developments - Identify opportunities for upsell/cross-sell new VikingCloud products and services - Monitor market, customers, and competition to help inform product strategy and build insights into the selling agenda - Advocate for client needs/requests internally and articulate how they would facilitate retention and growth of the programme - Own and lead responses to any client escalations, managing internally to senior leadership or cross-functionally as required - Plan, forecast, and support account renewals within client base - Utilize CRM and other systems and tools as necessary to provide the business with data-led reporting - Manage wider stakeholder involvement internally as required (Legal, Operations Contact Centre, PMO, HR, etc.) - Ensure management is updated on strategic status of accounts in terms of problems, plans, opportunities, and objectives Qualifications - Minimum of 8-10 years’ experience in partnership management - Tactically & strategically minded - Ability to clearly communicate, plan, and implement change - Exceptionally strong communicator and highly organized - Great team player, comfortable in delegating and directing people cross-functionally - Professional in championing clients' requirements, ensuring key milestones and objectives are achieved - Comfortable developing business and commercial justifications that drive client growth - Available to travel as needed Company Description VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions – faster. Powered by the Asgard Platform®, the industry’s largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day. VikingCloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business.