Who we are, and what we offer
Swimlane is redefining security operations with Agentic AI automation that empowers organizations to work smarter, respond faster, and stay ahead of threats. Our low‑code platform combines automation, orchestration, and intelligent reasoning to unlock true operational autonomy across the modern SOC.
At Swimlane, we put people first. We foster a culture of innovation, trust, and continuous improvement—where your ideas matter and your work drives meaningful change. Join us and help build the next era of Agentic AI‑powered security operations.
About the role
As a Customer Success Manager at Swimlane, you will own the post‑sale experience for a portfolio of enterprise customers, driving retention, expansion and product adoption. You’ll act as a trusted advisor to security leaders, using AI‑driven insights, CRM systems and customer success platforms to proactively manage risk, deliver value and scale impact.
You will work cross‑functionally with Sales, Product, Support and Operations, and serve as a key voice of the customer within the organisation.
This is a UK‑based or European country‑based position, and will be supporting our customers across EMEA.
What you’ll do
- Own customer health, satisfaction and gross/net revenue retention targets
- Drive adoption and value realisation using product usage data, health scores and predictive risk signals
- Identify and mitigate churn risk through proactive, cross‑functional action plans
- Build strong relationships with executive sponsors and day‑to‑day users
- Lead strategic customer reviews using data‑backed insights
- Partner with Sales on renewals, expansions and growth opportunities
- Manage sales‑to‑delivery transitions and support new product roll‑outs
- Track and elevate priority support issues while managing customer expectations
- Maintain accurate customer data and success plans in CRM and customer success platforms
- Improve CS processes through automation and AI‑enabled workflows
Qualifications
Minimum Qualifications
- 5+ years in enterprise B2B software roles, 3+ years in Customer Success managing large customers
- Experience working with complex, technical products; cybersecurity experience preferred
- Proficiency with CRM platforms (Salesforce preferred) and customer success tools (e.g., Gainsight, Totango, Planhat)
- Comfort using product usage analytics, dashboards and customer health metrics
- Strong analytical, communication and executive‑facing skills
- Ability to thrive in a fast‑paced SaaS environment
Bonus Qualifications
- Experience using AI copilots, automation or predictive analytics in Customer Success
- Background in high‑growth SaaS or cybersecurity environments
This is a remote role based in the UK or the broader Europe region; candidates must currently reside and be a resident of the United Kingdom or a European country to be considered for this position.
The Perks of Being a Swimlaner
- Competitive Benefits & Compensation
- Stock Options
- Training & Professional Development Opportunities
- MacBook Pro
- Great Company Culture
- We value collaboration and innovation
- Give‑back Volunteering Opportunities
Who we are, and what we offer
Swimlane is redefining security operations with Agentic AI automation that empowers organizations to work smarter, respond faster, and stay ahead of threats. Our low‑code platform combines automation, orchestration, and intelligent reasoning to unlock true operational autonomy across the modern SOC.
At Swimlane, we put people first. We foster a culture of innovation, trust, and continuous improvement—where your ideas matter and your work drives meaningful change. Join us and help build the next era of Agentic AI‑powered security operations.
About the role
As a Customer Success Manager at Swimlane, you will own the post‑sale experience for a portfolio of enterprise customers, driving retention, expansion and product adoption. You’ll act as a trusted advisor to security leaders, using AI‑driven insights, CRM systems and customer success platforms to proactively manage risk, deliver value and scale impact.
You will work cross‑functionally with Sales, Product, Support and Operations, and serve as a key voice of the customer within the organisation.
This is a UK‑based or European country‑based position, and will be supporting our customers across EMEA.
What you’ll do
- Own customer health, satisfaction and gross/net revenue retention targets
- Drive adoption and value realisation using product usage data, health scores and predictive risk signals
- Identify and mitigate churn risk through proactive, cross‑functional action plans
- Build strong relationships with executive sponsors and day‑to‑day users
- Lead strategic customer reviews using data‑backed insights
- Partner with Sales on renewals, expansions and growth opportunities
- Manage sales‑to‑delivery transitions and support new product roll‑outs
- Track and elevate priority support issues while managing customer expectations
- Maintain accurate customer data and success plans in CRM and customer success platforms
- Improve CS processes through automation and AI‑enabled workflows
Qualifications
Minimum Qualifications
- 5+ years in enterprise B2B software roles, 3+ years in Customer Success managing large customers
- Experience working with complex, technical products; cybersecurity experience preferred
- Proficiency with CRM platforms (Salesforce preferred) and customer success tools (e.g., Gainsight, Totango, Planhat)
- Comfort using product usage analytics, dashboards and customer health metrics
- Strong analytical, communication and executive‑facing skills
- Ability to thrive in a fast‑paced SaaS environment
Bonus Qualifications
- Experience using AI copilots, automation or predictive analytics in Customer Success
- Background in high‑growth SaaS or cybersecurity environments
This is a remote role based in the UK or the broader Europe region; candidates must currently reside and be a resident of the United Kingdom or a European country to be considered for this position.
The Perks of Being a Swimlaner
- Competitive Benefits & Compensation
- Stock Options
- Training & Professional Development Opportunities
- MacBook Pro
- Great Company Culture
- We value collaboration and innovation
- Give‑back Volunteering Opportunities
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