Senior Customer Success Manager

📋 Description

• • Own the end-to-end success of enterprise customers from post-signature onboarding through renewal and expansion. You will translate each customer’s strategic objectives into a tailored technical roadmap, oversee the delivery of their secure-voice solution, and ensure every milestone drives measurable business value.
• • Act as the single point of accountability for technical health, adoption velocity, and ROI realisation. You will run discovery workshops, map critical workflows, and design integration architectures that leverage Sycurio’s PCI-DSS-compliant APIs while minimising customer development effort.
• • Provide hands-on technical leadership during implementation. You will review API specs, coach customer developers, troubleshoot edge-cases, and coordinate between Sycurio engineering, product, and support teams to guarantee a frictionless go-live within agreed SLAs.
• • Continuously optimise live deployments. By analysing usage telemetry and customer KPIs, you will surface under-utilised features, propose configuration tweaks, and champion new capabilities that unlock additional revenue, reduce fraud, or improve CX—turning renewals into expansion conversations.
• • Partner with Sales Account Managers and Executives on strategic accounts. You will join late-stage sales cycles to validate scope, shape commercials, and craft success plans that de-risk deals. Post-sale, you will co-deliver QBRs and executive briefings that quantify value delivered and roadmap future investment.
• • Build multi-level relationships across customer organisations—from C-suite sponsors to DevOps leads—positioning yourself as a trusted advisor who speaks both business outcomes and technical detail fluently. You will run enablement sessions, lunch-and-learns, and steering committees to maintain alignment and enthusiasm.
• • Champion the voice of the customer internally. You will funnel field insights into Product Management to influence roadmap priorities, escalate systemic issues, and co-author reference architectures that scale best practices across the portfolio.
• • Mentor junior CSMs and cross-functional delivery squads. Through playbooks, brown-bags, and pair-programming, you will raise the bar on technical acumen, customer storytelling, and outcome-based success planning across the Guildford and remote teams.
• • Drive adoption of new releases and security standards. You will craft migration guides, run beta programmes, and coordinate change-management communications to ensure zero-downtime upgrades and continuous compliance with evolving PCI regulations.
• • Contribute to a culture of innovation and customer obsession. You will celebrate wins loudly, share failure stories candidly, and embody Sycurio’s mission to secure every personal data interaction—making our customers heroes in their own boardrooms.