Customer Success Manager, Ploy
First CS hire; zero-to-one
£50-65k
+ stock options & commission
3+ days a week in office (Shoreditch, London)
Unifying identity security
Job no longer available
Unifying identity security
1-20 employees
Job no longer available
£50-65k
+ stock options & commission
3+ days a week in office (Shoreditch, London)
1-20 employees
Company mission
To unify identity security for modern organisations.
Role
Who you are
- 3–5+ years in B2B Customer Success, with proven zero-to-one or first/early CSM experience.
- Product fluency - you can quickly understand technical concepts and translate them into clear, compelling business value.
- You're a self-starter with a bias to action. You're at your best building structure from ambiguity.
- You have stellar project management abilities and are able to manage multiple priorities at once.
- You're have exec-ready communication and are comfortable dealing with senior stakeholders.
- You’re ambitious & driven and want to play an active role in growing the business.
What the job involves
- You’ll be the first dedicated CSM and the expert voice on how CS should run.
- 1. Own commercial responsibilities:
- - Take responsibility for driving renewals & expansions, ensuring we maintain extremely high retention metrics.
- - Shape the commercial motion as you go, implementing best practices to de-risk the process as much as possible.
- 2. Build the CS function:
- - Design the operating system: playbooks, health scoring, QBRs, usage-led nudges, self-serve help, and a clean toolkit.
- Set the baseline metrics (TTLV, activation/expansion milestones, renewal risk), then iterate.
- 3. Product adoption & project management:
- - Own structured onboarding that drives time-to-value fast.
- - Build per-account project plans that ladder customers through Ploy’s modules, increasing usage step-by-step.
- - Partner with IT & Security leaders (often your day-to-day stakeholders) while staying aligned to senior buyers (CISO/CIO, Heads of IT/Security).
- 4. Customer support:
- - Be the first line for product questions, troubleshoot with pace, and - when it’s faster - roll up your sleeves and do it for the customer.
- - Close the loop with engineering when issues surface; translate customer needs into crisp, actionable feedback.
Application process
- 1. 30 min interview with Seb (Hiring Manager).
- 2. 45 min interview with Seb & Jacob (CEO).
- 3. Take home-task, combined with a call to discuss the task.
- 4. Meet the team in person.
Salary benchmarks
Our take
Ploy is a cutting-edge platform designed to help businesses manage access and identity security. In today's landscape, where employees interact with countless applications and systems, ensuring secure access has become increasingly complex. Ploy unifies identity silos by integrating with existing identity and access management (IAM) tools, providing a complete overview of user identities and permissions.
Ploy automates the entire identity lifecycle - from onboarding to offboarding - empowering teams with self-service access requests and just-in-time (JIT) permissions, while significantly reducing security risks like Shadow IT. With features like automated access reviews, suspicious app detection, and SaaS license optimisation, Ploy ensures compliance with standards like SOC 2 and ISO 27001 while cutting costs by eliminating unnecessary licenses.
Founded in 2023, Ploy has already earned the trust of innovative companies like PayFit, Times Higher Education, and Sidekick. As it continues to grow, Ploy is poised to transform the way businesses secure access and manage SaaS sprawl, delivering unparalleled control, security, and efficiency to its customers.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Jul 2025
$3.3m
Seed
Jan 2024
$0.4m
Angel
Total funding: $3.7m
Company benefits
- 25 days of annual leave + UK Bank Holidays
- Private Health & Dental Insurance via Vitality
- Flexible working hours
- Unlimited Airport lounges
- 20 Class Pass credits per month
- 3GB global data eSim every month for when you're abroad
- Financial Times premium subscription
- 3 WeWork credits a month for when you want to work from anywhere
- A bunch of other epic subscriptions: MasterClass, NordVPN, SleepCycle pro, The Athletic, Headspace premium, Freeletics coach & Headway premium
- £50 car rental per month via Turo
Company HQ
London, UK
Leadership
Jacob Prime
(Co-Founder & CEO)Previously Head of Sales at Metomic, Account Executive at Egress Software Technologies and Sales Manager at Klevio.
Harry Lucas
(Co-Founder & CTO)Head of Engineering at Metomic, Senior Software Engineer at Orkestro and Xplor.
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