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 organization.
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 realization 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 clear, data-backed insights
- Partner with Sales on renewals, expansions, and growth opportunities
- Manage sales-to-delivery transitions and support new product rollouts
- Track and escalate 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
Core values
- Punch above your weight class – We make the most of our circumstances and constantly surprise and impress with our ability to deliver.
- Be a happy innovator – The hard problems are the fun problems to solve, we’re excited to take on difficult challenges and find creative solutions.
- Always be leveling up – We are continuously improving, embracing change, and consuming information to better ourselves and each other.
- Move at the speed of WOW – We work with an extreme sense of urgency, but we never compromise quality.
- Have honesty and integrity in ‘all the things’ – We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.
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