Global Public Sector Senior Customer Success Manager
London, UK – Hybrid
About Virtru:
While the rest of the security industry obsesses over locking data down to prevent it from being lost or stolen, we’re doing something fundamentally different at Virtru. We’re setting data free so that you can intentionally share it with others, but without sacrificing security, privacy, or control.
We’ve created both a suite of powerful data protection applications and an open platform that’s sparking an ecosystem of innovation. Through the Trusted Data Format (TDF) open standard, we’re not just protecting data; we’re creating a new paradigm where security enables sharing rather than preventing it.
Think of us as the Android of data protection: a robust platform with an open core that developers and partners can build upon, coupled with our own best-in-class applications that showcase what’s possible when you reimagine security from the ground up.
Backed by Iconiq Capital, Bessemer Venture Partners, Foundry Capital, and Tiger Global, we’re helping Fortune 500 companies and government agencies discover that true data security means having the freedom to share, collaborate, and innovate — without compromise.
Responsibilities
- Lead customer success and partner success workstreams and virtual teams with a clear focus on driving satisfaction, retention, expansion, and renewals with leading Global Public Sector government and industry
- Serve as the central connector between customers, partners, delivery teams, sales, engineering, and commercial teams
- Drive customer adoption and usage post-implementation – ensuring customers maximize value from Virtru solutions
- Manage the post-sale customer lifecycle: onboarding, design and adoption, expansion, renewal, and customer advocacy
- Identify issues proactively and connect the right people and resources for rapid problem resolution and mission success
- Close expansion deals and communicate critical updates, feedback, and insights to delivery and engineering teams to improve solutions and product
- Keep constant pulse on customer and partner health, satisfaction levels, and expansion opportunities
- Build and manage people, processes, and systems that enable scalable customer success across our growing customer base
- Be part of the innovative discussions with our strategic customers learning about cutting edge technology in data sharing, data protection, and the AI space
Skills
- Active UK Developed Vetting (DV) security clearance preferred but will consider candidates with Security Check (SC) clearance
- Demonstrated mission understanding of current UK, EU, and NATO Mission Partner Environment (MPE) and mission collaboration strategies
- Bachelor’s degree or equivalent in a technology field such as IT, cyber security, computer science, or engineering (a Master’s degree in a technical field will set you apart)
- Willingness to travel (<30%)
- Must excel at cross-functional collaboration and breaking down organizational silos
- Ability to work autonomously and collaborate with peers across multiple time zones
- Proven track record driving partner success and customer satisfaction in B2B software/SaaS or similar technology environments
- Strong ability to work cross-functionally with engineers, delivery teams, sales teams, commercial and government organizations
- Strong technical aptitude and comfortable understanding technical solutions and having informed conversations with technical stakeholders
- Experience closing expansion/renewal deals or executing technical program management that drove revenue growth through existing customers
- Strong communication skills – able to translate customer feedback into actionable insights for product and delivery teams
- Data-driven approach to measuring customer health, satisfaction, and expansion opportunities
- Previous start-up or high-growth company experience is a plus
- Prior government or military experience in the information technology, communications, cyber operations, technology acquisition, or cryptology fields sets you apart
Virtruvian Qualities
- Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence
- Strong sense of urgency with an action-oriented mindset
- Able to collaborate and adapt to shifting priorities as business needs evolve
- Comfortable with asynchronous communication including slack, email, zoom, etc.
Benefits
- A Flexible PTO policy — we strongly encourage you to take time off (in addition to 14 holidays) to ensure that you are getting the proper time needed to unplug and recharge.
- A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.
- Frequent company-sponsored team celebrations that provide ample opportunities to connect with teammates and be social!
- Access to an Employee Assistance Program
- Access to Headspace, a mental health app tailored to your specific needs.
- A flat 3% contribution to your retirement account
- A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first.
Additional Perks
- Competitive compensation
- Generous parental, medical, and bereavement policies
- Uncapped commissions for Sales roles
- 401K contribution and stock options
- Full medical, dental, and vision benefits
- New Hire Swag and IT Welcome boxes
- Structured semi-annual 360° performance reviews
Equal Employment Opportunity
Virtru is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.
Voluntary Self-Identification
For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
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