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Customer Success Manager



12d ago

  • Job
    Junior & Mid Level
  • IT & Cybersecurity


  • 2+ years relevant experience in IT Service Delivery or in Customer Success Management
  • Team player with proven track record in excelling in fast paced environments and initiative taking.
  • Operational background to define and leverage business metrics to drive the customer journey.
  • Experience in account retention and growth, with excellent commercial background and understanding.
  • Track record in successfully managing, high value customers with multiple stakeholders and competing priorities.
  • Work independently to build and execute customer engagement plans through clear, well-defined tactics to ensure the success of the customer and Bridewell.
  • Passion for building trust and communicating effectively with a broad range of stakeholders from C-suite to day-to-day users.
  • Good time management and organisational skills with ability to multi-task.
  • Good communicator with exemplary written and verbal skills coupled with unparalleled follow-up skills.
  • Display a proactive mindset and be used to working with data to identify and solve common business challenges.
  • Adaptable and not afraid to challenge the status quo.
  • ITIL V3 or4 certification.
  • Project Management and Delivery.


  • Build and maintain trusted and transparent customer relationships, acting as the day-to-day contact for Services provided by Bridewell.
  • Support the customer through each stage of their Bridewell journey developing an understanding of their needs, goals, and challenges.
  • Be the ‘go to’ point of contact and trusted security advisor for your customer within Bridewell.
  • Be the customer voice within Bridewell working with Bridewell teams to ensure excellent customer experience, maximising value for both Bridewell and the customer.
  • Own customer success plans to drive service adoption, providing strategic guidance, enablement, and day-to-day advice to help them maximise value.
  • Proactively monitor and analyse your customer’s needs to identify opportunities and potential risks that may impact their security posture.
  • Regularly assess how the customer is using Bridewell services, are services meeting their needs and identify areas for continuous improvement.
  • Identify up-sell, cross-sell, and expansion opportunities and follow-up with Account Management.
  • Ensure regular communication with your customers, owning and leading regular check-ins, face to face meetings, events, and reviews.
  • Initiate, organise, facilitate, and participate in events such as workshops, both in person and remotely.
  • Own and lead Weekly and Monthly reviews.
  • Own actions from Quarterly and Annual Reviews.
  • Prepare documentation, presentations, and reports to support and display project decision making and delivery.
  • Own minutes and actions from meetings, follow up resolutions with appropriate teams.
  • Own performance management for your customer ensuring services are as contracted, delivered to high quality standard, manage scope creep and revenue leakage.
  • Get customer feedback via net promoter surveys to develop and improve customer relations and Bridewell services.
  • Provide continuous education for customers to help build business strategy and goals, mapping the customer journey.
  • Assist development of Bridewell engagement strategies, policies, procedures, and governance.
  • Provide escalation management to enable swift and accurate decision making for resolutions for both Bridewell and the customer.
  • Be able to communicate confidently about managed security services using appropriate language and make relevant recommendations.
  • Be able to deliver documented cyber security work packages to customers such as tabletop exercises or security awareness education.

Winners 'Cyber Security Company of the Year 2023' at Business Magazine Awards | NCSC, CREST, IASME, PCI DSS QSA & SOC 2

Founded Year

Mission & Purpose

Bridewell is a cybersecurity firm that offers a range of services, including cybersecurity consulting, managed security services, and security testing. Their ultimate mission is to protect businesses and organisations from cyber threats by providing innovative and effective cybersecurity solutions. Bridewell's purpose is to help their clients strengthen their security posture, mitigate risks, and achieve compliance with relevant regulations and standards. They work closely with their clients to understand their unique security challenges and develop tailored strategies to safeguard their digital assets and sensitive information

Culture & Values

  • Do the Right Thing

    Always authentic, professional and accountable.

  • One Team

    Always energetic, empathetic and an extension of our clients’ teams.

  • Above & Beyond

    Always delivering an exceptional, adaptable and expert service.


  • Paid Sick Leave

    If you are unable to work due to sickness, due to physical or mental illness, Bridewell will pay statutory sick pay (SSP). Life Insurance - Bridewell provides life assurance at 4x salary. (From 1 January 2023).

  • Health Insuarench

    Bridewell provides comprehensive healthcare insurance with access to Digital GP and additional healthcare services.

  • Cycle to Work

    Buy a bike and other cycling equipment worth up to £2,500 through our cycle-to-work scheme.

  • Electric Vehicle Scheme

    Use our salary sacrifice scheme to save money on the purchase of an electric vehicle. (From 1 January 2023).

  • Pension

    By default, Bridewell will enrol you into our pension scheme. (From 1 January 2023, this will be a 5% contribution of your full pay. Employees can opt-out of the pension scheme if they prefer).