Customer Success Manager

• Cyber Security
• Hybrid Remote
• Permanent

Who are we looking for?

Bridewell has seen extensive growth over the past few years and as such we are looking for ambitious individuals who are passionate about Project Management & Cyber Security and are keen to continue to develop and grow with us. As a Customer Success Manager at Bridewell, you will have proven experience in either Customer Success and Relationship, Customer on-boarding, Implementations or Project Management, and ideally within Cyber Security.

This role plays an integral part of Bridewell, assisting customers realise value from their investment and internal teams to ensure delivery of high-quality service, that maximises that value.

What you’ll be doing

You’ll be managing the onboarding, ongoing development and support of Bridewell’s customer relationships and operations; promoting growth, retention, and loyalty, whilst being the customer advocate within Bridewell to drive strategic goals and business direction. You’ll build and maintain trusted and transparent customer relationships, acting as the ‘go to’ point of contact and trusted advisor for your customer within Bridewell. Proactively monitor and analyse your customer to identify opportunities and potential risk to account health, whilst also identifying up-sell, cross-sell, and expansion opportunities and follow-up with Sales.

This role sits within our Programme and Service Management team meaning you will also help define continuous improvement of the direction and growth of the Customer Success team, improving Bridewell’s customer’s journey and experience, whilst developing processes and procedures to enable consistent delivery of the Service Management function.

What we’re looking for

You’ll have experience of:

· 2+ years relevant experience in a related area, for example Customer Success and Relationship, Customer on-boarding, Implementations or Project Management.

· Team player with proven track record in excelling in fast paced environments and initiative taking.

· Operational background to define and leverage business metrics to drive the customer journey.

· Experience in account retention and growth, with excellent commercial background and understanding.

· Track record in successfully managing, high value customers with multiple stakeholders and competing priorities.

· Work independently to build and execute customer engagement plans through clear, well-defined tactics to ensure the success of the customer and Bridewell.

· Passion for building trust and communicating effectively with a broad range of stakeholders from C-suite to day-to-day users.

· Good time management and organisational skills with ability to multi-task.

· Good communicator with exemplary written and verbal skills coupled with unparalleled follow-up skills.

· ITIL V3 or4 certification.

· A background working within Cyber Security or Managed Services engagements.

· Lean Six Sigma certification – desirable.

What’s in it for you?

Our vision is to create a safe, inclusive digital world where people and organisations can thrive. Our values of Do the Right Thing, One Team and Above and Beyond emphasises the importance of the part we play in society, and our commitment to our people and clients. Our story to-date has been phenomenal, but success doesn’t end here and as we continue to grow and scale, we want to keep the same culture, passion and commitment to high quality that has enabled us to get this far. Bridewell will provide a great career opportunity with continual development as well as the following:

· Competitive Salary

· 25 Days Holiday - Plus buy and sell options

· Flexible Working (around core office hours)

· Profit Share Scheme

· Company Pension

· Employee Shareholder Scheme

· Dedicated Training Budget

· Home Office Equipment (for remote working employees)

· Life Assurance

· Cycle to Work Scheme

· Electric Vehicle Scheme

· Private Healthcare (incl. Gym discounts)

· Vision Care

· Birthday off (After 1 year)

About Bridewell

One of the most exciting prospects in the UK Cyber Security sector today, Bridewell is one of the fastest growing Cyber Security services businesses with a strong track record for delivering complex security projects and providing excellent customer service. Bridewell has an exciting and varied portfolio of clients across Financial Services, Manufacturing, Oil & Gas, Government, Critical National Infrastructure and more. Bridewell currently hold the Silver level Investors in People award and have a five-star Glassdoor rating.
Along with our focus on our people, we also have a big focus on

sustainability and recognise the role we play in the fight against climate change. Today, Bridewell is proud to be a carbon negative business.

Location: Bridewell operates a hybrid and flexible working policy, however you will be required to travel to different sites on occasion.

Note: To be eligible for this job you must either hold SC or be eligible and willing to go through security clearance.

Bridewell values diversity in the workplace and is a fair and equal opportunity employer. We are committed to creating an equal and inclusive working environment, with the aim that our employees will be truly representative of all sections of society and each person feels respected and able to give their best.