Customer Success Manager (CSM)
PatrowlAbout the Role
As a Customer Success Manager, you will be the main point of contact for our clients, playing a key role in ensuring they get the most value from Patrowl.
Your mission is simple: drive customer satisfaction, retention, and growth. You’ll build strong relationships with your clients, support them throughout their journey, and contribute directly to our upsell strategy.
What You’ll Do
You will work closely with clients on the following topics:
Customer Relationship & Success
Act as the primary point of contact for your clients
Build strong, long-term relationships based on trust
Support clients during onboarding to ensure a smooth start
Provide guidance and share best practices to maximise product adoption
Strategic Account Management
Build and execute structured account plans
Identify and drive upsell and cross-sell opportunities
Map key stakeholders (CISOs, cybersecurity teams, IT, C-level)
Challenge and support clients in evolving their security strategies
Translate technical topics into clear business value and impact
Delivery & Orchestration
Lead complex deployments and client projects
Coordinate internal teams (Sales, Tech, Product, Support)
Ensure commitments are met (SLA, roadmap alignment, priorities)
Executive Relationship Management
Organise and lead Quarterly Business Reviews (QBRs)
Engage with senior stakeholders in complex, multi-contact environments
Communicate performance, value delivered, and future opportunities
Retention & Growth
Own contract renewals and ensure high retention rates
Maximise existing ARR through account expansion
Anticipate churn risks and proactively address them
Monitor customer health through data-driven indicators (usage, satisfaction, renewal likelihood)
Continuous Improvement
Collect client feedback and contribute to improving the product roadmap
Collaborate internally to improve the customer experience (tutorials, documentation, chatbot, etc.)
Preferred Experience
Who You Are
First and foremost, you are dynamic, organised, and autonomous — with a positive attitude.
If that sounds like you, this role is made for you 🤗
We’re looking for someone who will thrive in our team, contribute to our culture, and grow with us 🌱
No background in cybersecurity? No problem — we’ll teach you everything you need to know 😊
Your mindset
A great listener with strong interpersonal skills
Calm, thoughtful, and customer-focused
Resourceful, but comfortable asking for help when needed
Curious and eager to learn
A strong team player
Open to feedback and keen to improve how we work
Proactive and solution-oriented
Your Experience
At least 4 years' experience managing a portfolio of B2B SaaS clients, ideally in a cybersecurity, IT, or other technical environment
Proven track record of driving renewals and account growth (upsell / cross-sell)
Experience working with mid-market and/or enterprise clients
Comfortable engaging with multiple stakeholders, including technical teams and senior decision-makers (C-level)
Experience with complex, technical solutions (multi-product, integration, or high-touch environments), rather than purely transactional SaaS
Familiar with subscription models and long sales cycles, with exposure to ARR, renewals, and forecasting
Experience working cross-functionally with Sales, Product, Tech, and Support teams
Able to translate technical topics into business value
Professional level of French and English (written and spoken)
Recruitment Process
A first screening interview with Amy, our Talent Acquisition Manager, for 10–15 minutes via video, to see if we might be a good fit.
A short case study to prepare for the next interview.
A second interview in-person with Khalif, our VP Sales, and Vladimir, one of our co-founders, to discuss your interests, the role, and your skills.
A final interview with another co-founder and a member of the commercial team, to discuss working together.
Still on the fence? 🤔
Feel free to check out our website or LinkedIn page for more information.
You can also take a look at our employees’ reviews on Glassdoor—they’ll give you a better sense of Patrowl than we ever could!
Plus, plenty of other perks (Swile card, transport subsidy, Leeto benefits platform, and more…).