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Customer Success Manager (French)
OutThink is the world’s leading, AI-native cybersecurity human risk management platform, on a mission to put humans at the center of security operations. We’re redefining how people engage with cybersecurity. We go further by giving business security leaders with the tools to prevent human-initiated security incidents.
Founded in 2019, OutThink’s team is 50+ and growing across our offices in New York, London, Barcelona and Bengaluru. We serve some of the most prominent organizations worldwide including Whirlpool, Danske Bank, VINCI, and the Abu Dhabi Islamic Bank. Our people are ambitious and driven innovators from a diverse range of backgrounds, passionate about their work, and excited about the mission we’re on. We’re backed by leading VCs including Albion Capital and Molten Ventures, as well as innovation bodies including the European Innovation Council and UK Innovation & Research.
We are seeking an ambitious Customer Success Manager who will play a pivotal role in understanding and managing the needs of our customers, partnering with them to foster long-term business relationships and ensure their success whilst achieving growth targets. You’ll also be instrumental in collaborating with Sales, Product, and Engineering to optimise product development. In doing such, you’ll play an important role in helping enterprise organizations address residual cyber risk that emerges from their highest risk users.
What you'll do
- Manage new customer onboarding and provide ongoing support and guidance, to ensure product adoption, maximise utilisation, and upsell and cross-sell.
- Partner with customers to advise and guide them on their human risk maturity journey – develop strong relationships with key stakeholders, identify opportunities, leading to revenue opportunities for continual growth and renewal within your accounts.
- Guide customers on best practice with security awareness and phishing simulation campaigns.
- Analyse data (human risk intelligence) and compile reports for senior management.
- Act as the internal advocate for the customer, collaborating with Product, Sales and Engineering teams to ensure the customers’ success.
- Have an instrumental role in maturing the CS function, developing and implementing customer success processes.
- Maintain accurate records for your accounts in the CRM (ChurnZero), tracking customer health scores to proactively identify risks and opportunities.
Your Background
- Account Management / Customer Success Management experience, ideally for cybersecurity SaaS companies. You have a track record of achieving on targets set
- Account/Customer Success management experience, ideally for cybersecurity SaaS companies. Working knowledge of customer success processes and CRM software.
- French language proficiency is mandatory, including both written and verbal communication.
- You have a great can-do attitude. We’re pioneering on new frontiers. You’ve got the right attitude towards a sense of urgency, risk and uncertainty about the future that comes with working at an early-stage scale-up. You’ll be self-managing, self-motivated and proactive. This is an opportunity to be involved in an exciting journey and be a core foundational member of product at OutThink.
- Proven academic or other excellence. You have a strong educational foundation and can demonstrate a track record of exceptional performance - whether that be academics, sport, professional, or another domain of interest. Ideally, you have a degree in a technical, numerate or semi-numerate discipline (e.g. computer science, engineering), and a basic technical understanding of IT will help during onboarding and beyond.
- Collaborative working style. We value getting things done over rigid processes so you will work well with others, knowing when to get consensus and when to push for closure with decisiveness. You’re an effective team player with excellent interpersonal and communication skills. This role will require the highest levels of effective cross-functional collaboration across product, go-to-market and operations in order to succeed.
- Obsessed with customers’ success. You’ll be curious and want to learn more about customers, their role, and how OutThink can enable their success. You will go above and beyond to build trusted partnerships with our customers.
- Strong communication and negotiation skills. Communicating technical concepts to a sometimes-non-technical audience. Negotiating with customers when positioning expansion opportunities.