Customer Success Manager, Cognisys

• Account Management & Client Relationships – Experience managing existing client accounts, building trusted relationships and maintaining regular engagement with key stakeholders
• Account Growth & Retention – The ability to identify upsell and cross-sell opportunities, support account growth and manage renewals and contract extensions
• Commercial Awareness – An understanding of revenue retention, account development, pipeline management and the importance of meeting commercial objectives
• Client Service & Problem-Solving – A proactive, solutions-focused approach to client needs, with the ability to identify issues early and coordinate appropriate action
• Cross-Functional Collaboration – Experience working with internal teams, such as project management, consulting, technical delivery or sales, to meet client expectations
• Communication & Stakeholder Management – Clear written and verbal communication skills, with the confidence to engage clients and internal stakeholders professionally
• Organisation & Attention to Detail – The ability to manage multiple accounts, maintain accurate CRM records and keep on top of renewals, contracts and follow-up actions
• Remote & International Working – The ability to work independently, manage priorities and collaborate effectively with colleagues across different locations and time zones
• Desirable Skills & Experience

Desirable

• You’ll take ownership of a portfolio of established North American clients, building strong relationships, supporting their evolving cybersecurity needs, and identifying opportunities to grow our partnerships
• This is a relationship-led, commercially focused role. You’ll be responsible for understanding your clients’ priorities, ensuring they receive value from our services, managing renewals, and working with our consulting and delivery teams to identify opportunities for further support
• You’ll act as a trusted point of contact for your accounts, helping clients navigate their security and compliance priorities while ensuring they receive a consistent, high-quality experience from Cognisys
• Building trusted, long-term relationships with NAMER clients and becoming a reliable point of contact for their needs
• Retaining and growing your portfolio through successful renewals, contract extensions, and relevant upsell and cross-sell opportunities
• Understanding client objectives and identifying where Cognisys’ services can provide additional value
• Working closely with consulting and delivery teams to ensure clients receive a consistent, high-quality experience
• Maintaining accurate account plans, CRM records, and pipeline information to support effective decision-making
• Identifying potential risks to client satisfaction or retention early and taking ownership of resolving them
• Supporting predictable revenue retention and sustainable growth across your portfolio
• At Cognisys, you will be part of a collaborative and innovative team that values your input and shares support. You’ll have the opportunity to work on challenging projects that make a real impact for our clients. We’d love to hear from you if you want to challenge, lead, and innovate! We’re not just about the work; we’re about the people. Join a team where innovation is celebrated, and your contributions are valued. We foster a collaborative environment where fresh ideas thrive, and professional growth is encouraged