Customer Success Manager

Maximise the value our customers derive from PortSwigger by building trusted relationships, delivering technical guidance, and driving success at every stage of their journey.

PortSwigger is on a mission to secure the web. Trusted by over 16,000 organisations worldwide—including Microsoft, Amazon, and NASA—our cutting-edge security tools empower businesses to identify vulnerabilities, strengthen defences, and achieve their cybersecurity goals. As we expand into new enterprise markets, we’re building our first dedicated Customer Success team to deepen relationships, drive retention, and ensure customers unlock the full value of our products.

We’re looking for a technically-savvy Customer Success Manager to join this team and help shape its future. This is an exciting opportunity for a proactive and results-driven individual to make a significant impact in a fast-paced, innovative environment.

The Opportunity

As a Customer Success Manager at PortSwigger, you will be the trusted advisor for a portfolio of high-value customers, ensuring they achieve their objectives and maximise the value of our products. With customers ranging from security engineers to senior technical leaders, you’ll need a strong aptitude for understanding complex technical concepts and translating them into actionable guidance.

You’ll also play a critical role in fostering long-term relationships, advocating for customer needs, and driving account retention and growth.

What You’ll Do

Technical Understanding and Enablement

• Build a deep understanding of PortSwigger’s products, features, and roadmaps to guide customers in maximising value.
• Act as a product advocate, helping customers troubleshoot challenges, implement best practices, and optimise their environments.
• Deliver tailored enablement sessions and resources for customers with varying technical skill levels, from developers to security teams.

Customer Onboarding

• Develop and execute effective onboarding plans for new customers.
• Ensure customers understand the value proposition and can effectively utilize our products.
• Coordinate training sessions and provide ongoing support to ensure customers are proficient in using our platform.

Customer Relationship Management

• Set clear expectations and track key performance indicators (KPIs) to measure success.
• Build and nurture long-term relationships with key stakeholders across customer organisations, acting as a trusted advisor.
• Understand customer goals and challenges to develop tailored success plans that align PortSwigger’s offerings with their business objectives.
• Conduct regular check-ins and Quarterly Business Reviews (QBRs) to communicate value, identify new opportunities, and ensure satisfaction.

Retention and Growth

• Proactively identify opportunities for upselling, cross-selling, and renewals by deeply understanding customer needs and business objectives.
• Own and forecast the retention and growth metrics for your customer portfolio.
• Collaborate with Sales on strategic account plans and handovers.
• Work closely with the sales team to close expansion deals.

Advocacy and Feedback

• Serve as the voice of the customer within PortSwigger, advocating for their needs to Product, Engineering, and Support teams.
• Collect feedback and insights from customers to shape product roadmaps and enhance the customer experience.

Program Development

• Contribute to building and refining the Customer Success program, including processes, metrics, and best practices.
• Provide insights and feedback to influence the roadmap for products and services.
• Generate regular reports on customer health, satisfaction, and usage.

About You

Skills and Experience

• 5+ years of experience in a Customer Success, Account Management, or similar client-facing role in a SaaS or tech environment.
• Proven track record of managing and growing enterprise accounts, delivering on retention and growth targets.
• Strong technical acumen and ability to learn and communicate complex concepts; prior experience working with highly technical products or in a technical field is a significant advantage.
• Familiarity with web security, software development, or related technical domains is highly desirable.
• Excellent communication and presentation skills, with the ability to engage stakeholders at all levels, including technical teams and executives.
• Analytical mindset with the ability to synthesise data into actionable insights and strategies.
• Experience leading QBRs and strategic planning sessions with customers.

Attributes

• Customer-Centric Mindset: Passionate about delivering exceptional value and experiences.
• Relationship Builder: Empathetic, trustworthy, and skilled at fostering long-term partnerships.
• Problem Solver: Strategic thinker who can anticipate challenges and develop creative solutions.
• Technically Curious: Eager to develop expertise in PortSwigger’s products and the broader cybersecurity industry.
• Self-Starter: Proactive and capable of thriving in a fast-paced, dynamic environment.

Why join us?

• We foster an inclusive and high-performance culture with a focus on work-life balance.
• We believe in rewarding people generously and offer a competitive salary based on individual skills and contribution.
• We host regular team events and have fantastic summer and winter parties.
• You’ll be part of a humble, supportive, and fun team that values collaboration, humour, and a strong sense of belonging.
• We offer share options, 8% employer pension contribution, life assurance, income protection, private medical insurance, and 25 days holiday (plus public holidays).
• Our working hours are flexible, with core hours from 9am to 4pm
• We work best when we are together on site