Customer Success Manager

About MetaCompliance

MetaCompliance is the European market leader in cybersecurity training. Our platform helps organisations strengthen their security culture through personalised, engaging awareness content that drives real behavioural change. With customers across Europe and beyond, we're growing quickly and we're expanding our team in Germany to support that growth.

About the Role

Location: Leipzig (Hybrid) or Remote**

As a Customer Success Manager – GOLD, you will partner with some of our most strategic, high-value customers. In this senior role, you act as a trusted advisor, cyber-awareness expert, and product specialist, guiding customers through their long-term success journey with MetaCompliance.

You will lead complex success initiatives, align customer goals with our platform capabilities, and deliver high-touch, tailored guidance that drives measurable outcomes in cybersecurity awareness.

What You'll Do

Strategic Customer Partnership

• Own and manage a portfolio of high-value customers
• Build strong, multi-level stakeholder relationships — including executive sponsors
• Lead success planning, quarterly business reviews, and long-term roadmap discussions

Trusted Cybersecurity Advisor

• Provide strategic guidance on cybersecurity awareness, risk reduction, and compliance frameworks
• Stay up to date on threat trends and advise customers on proactive mitigation strategies
• Connect customer needs with MetaCompliance features and best practices

High-Touch Success Delivery

• Deliver enhanced, personalised services
• Prioritise requests and allocate resources to maximise customer impact
• Ensure a premium experience aligned with our GOLD-tier portfolio

Value Realisation & Adoption

• Guide customers through advanced product adoption and feature enablement
• Monitor customer health, identify risks early, and drive proactive intervention plans
• Ensure customers achieve meaningful outcomes and long-term program success

Cross-Functional Collaboration

• Partner with Sales, Product, Support, and Onboarding to advocate for your customers
• Escalate complex issues and influence product roadmap discussions
• Identify upsell and expansion opportunities based on deep customer understanding

Growth & Renewal Ownership

• Drive outstanding renewal and net revenue retention results
• Lead conversations on program expansion, feature utilisation, and long-term valuePromote customer advocacy and reference opportunities

Experience & Qualifications

• 3+ years' experience in B2B Customer Success
• Fluency in German and English
• Proven track record managing enterprise or strategic SaaS accounts
• Experience delivering executive-level presentations and strategic success plans
• Experience managing discretionary customer support budgets or premium-tier services
• Strong communication, consulting, and problem-solving skills
• Skilled in CS tools and CRMs (e.g., Gainsight, Salesforce)
• Ability to influence cross-functional teams and advocate for customer needs
• Prior involvement in renewal, expansion, or value-realisation initiativesCybersecurity industry experience and familiarity with cybersecurity frameworks (NIST, ISO, etc.) is a strong plus

Why Join MetaCompliance?

• A growing team in the heart of Leipzig
• A role with variety, consulting high-value customers
• Opportunity to work with international colleagues and customers
• Modern SaaS environment with full training and accessible product frameworks
• Clear onboarding processes, templates, and step-by-step support materials
• Hybrid or remote working model - you decide
• Company events and occasional travel (events and onboarding) to other locations like our HQ in Derry

Statement on Fair Employment and Equal Opportunities:

MetaCompliance wishes to ensure equal opportunity is given to all job applicants.  This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability.