Customer Success Manager

Customer Success Manager Location: Leeds (Hybrid) or UK (Remote) Salary: up to £45K (DOE) + uncapped commission Are you ready to make an impact in the fast-paced world of cybersecurity? Cognisys is growing rapidly, and we’re looking for a dedicated Customer Success Manager to join our Customer Success team during this exciting period of innovation and expansion. Cognisys is a leading cybersecurity company specialising in Penetration Testing, GRC Consulting, and Managed Security services. We take pride in our customer service, forward-thinking approach, and commitment to excellence. Our small but mighty team collaborates with some of the world’s best-known companies and operates across over 30 countries worldwide. About the Role We’re looking for someone with sales DNA. Ideally, with previous experience as a business development rep or in a new business-facing role. While we look after existing business, that background helps ensure you're confident guiding commercial conversations and spotting where we can add real value. Our existing business sales team is vital to delivering exceptional service and customised cybersecurity solutions to our long-term clients. By fostering strong relationships and helping clients navigate ever-evolving threats and compliance challenges, we empower them to stay secure and ahead of the curve. This is a fantastic opportunity for a motivated, customer-focused professional to contribute to our mission of driving growth and ensuring client satisfaction. As a Customer Success Manager , you will work closely with our existing clients to: Support renewals Identify growth opportunities Maintain trusted, long-term partnerships This position offers an excellent opportunity to refine your client management, sales and cybersecurity skills, all while being part of a high-performing and supportive team, at the same time, contributing to Cognisys’ ongoing success. What You’ll Do: Client Relationship & Stakeholder Management – Build and maintain trusted relationships across your portfolio, acting as the primary day-to-day contact and engaging key stakeholders to understand evolving business needs. Account Planning & Growth – Contribute to account strategies, align solutions with client objectives, and identify opportunities for upsell and cross-sell to drive expansion. Commercial Ownership & Renewals – Manage contract renewals and extensions end-to-end, ensuring retention and maximising revenue. Delivery Service Oversight – Partner with internal consultants and project managers to ensure consistent, high-quality delivery, tracking progress, and proactively managing risks or issues. CRM & Pipeline Management – Maintain accurate CRM records, track client interactions and opportunities, and provide visibility of account activity and pipeline. Client Engagement & Experience – Ensure a positive client experience through regular engagement, proactive communication, and insight-driven recommendations. Requirements Account Growth & Opportunity Management – Drive retention and growth within existing accounts, identifying upsell and cross-sell opportunities, and managing opportunities from discovery through to proposal and close in collaboration with internal teams. Cross-Functional Collaboration – Work closely with Project Management and Technical Consultant teams to ensure smooth delivery and a consistently positive client experience. Proactive & Solutions-Focused – Respond to client needs and shifting priorities with reliability, initiative, and a practical, solution-oriented approach. Contract & Communication Management – Maintain accuracy and attention to detail in contracts, renewals, and client communications. Clear Communication Skills – Convey complex information clearly and effectively, both verbally and in writing, to clients and internal stakeholders. If you think you can deliver but don’t match the criteria above, please don’t be put off. We are very open-minded and focus on ability and attitude above skills. What We Offer Annual Leave: 25 days per year plus 8 English bank holidays. Additional Leave: 1 day of paid leave for your Birthday. Health & Wellbeing: Access to Westfield Health Care Cash Plan and an employee mental health and wellbeing platform. Professional Development: £2,000 annual training budget to support your continued learning and career growth. Referral Bonus: help to grow our team and earn up to £2,000 per successful referral. Why Join Us? 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 on 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. Applications Please feel free to reach out to Dom, our Head of Talent Acquisition, if you would like any further information, to discuss accessibility requirements, or if you require this information provided in an alternative format – [email protected] Please note: We’re always happy to help with questions, but to keep our process fair for everyone, we’re unable to accept applications via email—please apply directly through the job advert page. We welcome applications from candidates from diverse backgrounds and can make various reasonable adjustments to accommodate individual needs. NO RECRUITMENT AGENCIES, PLEASE Department Account Management (EMEA) Locations Leeds HQ Remote status Hybrid