Role Description As our first Customer Success Manager, you will play a pivotal role in shaping the customer experience at Euler. You will ensure our customers achieve their desired outcomes while using our PRM solutions. This role requires a technical background and a willingness to wear many hats, directly impacting customer retention, satisfaction, and the overall success of our customers and partners. This is a career-defining role. We expect to build our entire customer-facing org around YOU. Key Responsibilities - Customer Onboarding: - Lead the onboarding process for new customers, ensuring a smooth transition and successful implementation of Euler's software. - Conduct product training sessions tailored to customer needs, enabling them to maximize the value of our solutions. - Technical Support and Issue Resolution: - Provide technical support to customers, troubleshooting and resolving issues related to our software. - Work closely with the engineering team to escalate and resolve complex technical issues. - Relationship Management: - Build and maintain strong relationships with key stakeholders within customer organizations. - Act as the main point of contact for customers, addressing their queries and concerns promptly and effectively. - Customer Success Planning: - Develop and execute customer success plans that align with customer goals and objectives. - Regularly review customer usage and engagement metrics to identify opportunities for improvement and growth. - Product Advocacy and Feedback: - Serve as a customer advocate, providing feedback to the product team on feature requests and areas for improvement. - Keep customers informed about product updates, new features, and best practices. - Retention and Growth: - Monitor customer health metrics to identify at-risk accounts and develop strategies to mitigate churn. - Drive customer renewals and identify opportunities for upselling and cross-selling additional products or services. - Customer Success Metrics: - Track and report on key customer success metrics, such as customer satisfaction (CSAT), Net Promoter Score (NPS), and customer lifetime value (CLV). - Continuously refine processes and strategies to improve these metrics. Qualifications - 5+ years of experience in customer success within a B2B SaaS environment. - Exceptional command of English, both written and spoken, is a must. - Strong technical aptitude with the ability to understand and explain complex technical concepts. - Proficiency in customer success software and CRM tools (e.g., HubSpot, Salesforce). - Strong interpersonal and communication skills. - Ability to build and maintain relationships with customers and internal teams. - Excellent problem-solving and critical-thinking abilities. - Understanding of PRM solutions and the SaaS business model. - Experience with onboarding, training, and supporting B2B customers. - Highly organized with a customer-centric mindset. - Self-motivated and able to work independently in a fast-paced startup environment. - Adaptable and able to manage multiple priorities. - A "jack or jill of all trades" mentality, willing to take on various tasks to support the team and our customers. Benefits - Impact: Be a foundational member of our team, directly influencing the growth and success of our customers and our company. - Growth: Opportunities for professional development and career advancement as we scale. - Culture: A collaborative and supportive work environment where your ideas and contributions are valued.

Role Description We are looking for an experienced CRM Manager to join our rapidly growing team in Cambridge. Reporting to the Head of Marketing, you will take full ownership of our customer database, lifecycle marketing, and retention activity. - Responsible for the full retention side of our marketing: the data, the platforms, the lifecycle, and the day-to-day campaign output across email and SMS. - Owning Customer.io as our marketing automation platform and working closely with our Wix website and other integrations to ensure customer data flows cleanly between systems. - Designing and building the segmentation and lifecycle flows that turn leads into customers, customers into repeat sellers, and lapsed contacts back into active ones. - Setting up automated geo-triggered SMS campaigns to notify customers within a defined radius of upcoming roadshow events in their area. - Building a structured A/B testing plan across subject lines, send times, copy, channel mix, and creative. - Reporting on CRM performance including open rates, click rates, conversion, LTV, segment performance, and using insights to shape future actions. - Managing consent, GDPR compliance, suppression, and deliverability. - Briefing our designer on CRM creative, and working with the wider marketing team to keep messaging joined up. - Writing all email and SMS copy in-house, with occasional freelance support for larger pieces if needed. - Supporting the Head of Marketing on broader retention strategy, customer LTV, and segmentation as the business scales. - Mentoring and supporting junior members of the marketing team as they develop. Qualifications - Demonstrable experience in a CRM, lifecycle, or retention marketing role in a DTC business with a meaningful repeat customer base. - Strong hands-on experience with a marketing automation platform (Customer.io ideally, or a comparable platform). - Confident across both the data side (segmentation, integrations, deliverability, reporting) and the campaign side (briefing creative, copy, send strategy, testing). - Comfortable owning email and SMS as channels end-to-end. - Confident copywriter who can write email and SMS copy that converts, adapt tone of voice for CRM channels, and turn a brief into finished copy. - Commercially minded, thinking about CRM in terms of LTV, repeat rate, and revenue, not just open rates. - Strong analytical skills, comfortable in spreadsheets and platform reporting, able to turn data into clear actions. - Experience marketing to older audiences (50+) is a plus, but not essential. - Excited to build a CRM function from scratch in a fast-growing business and own it properly. Benefits - 4-day working week (Monday to Thursday). - Access to Bright Exchange - enjoy thousands of exclusive employee discounts and perks. - Employee Assistance Programme - confidential, 24/7 support for you and your immediate family, covering work, personal, and home life matters. - On-demand professional development - access to BrightHR’s online learning platform to build new skills and support your career progression. - Competitive pay. - Be part of a rapidly growing, friendly UK brand.

• Own client relationships from start to finish • Ensure client goals are met and exceeded • Manage multiple retail projects simultaneously • Spot growth opportunities for accounts • Collaborate with sales to bring in new clients • Share insights and run evaluations with colleagues across Europe

• Manage a portfolio of EMEA customers as their primary post-sales technical advisor, developing a deep understanding of the NodeZero platform to guide successful adoption • Cultivate champions with security leaders—from analysts to CISOs—and guide them through the lifecycle of adoption, expansion, and advocacy • Deliver technical onboarding and enablement to drive adoption of NodeZero, including advanced features like Tripwires, Insights, and Rapid Response, ensuring customers realize maximum value • Proactively identify customer needs and potential challenges, suggesting solutions that improve their experience and enhance their cybersecurity posture • Partner closely with IT and Security teams (SOC, red/blue teams, AppSec, etc.) to help interpret pentest results, prioritize remediation, and guide long-term offensive security strategy • Collaborate closely with Sales and Renewals teams to drive retention and growth by identifying expansion opportunities, aligning on account strategy, and ensuring a seamless renewal process • Act as a customer advocate, relaying customer feedback and technical issues to our internal teams to help drive the evolution of our product and services • Conduct regular check-ins and quarterly business reviews to align on strategy, secure executive buy-in, and showcase business outcomes • Contribute to documentation, training materials, and repeatable playbooks to scale technical success across the region • Maintain detailed records of customer health and touchpoints using internal CS platforms