Customer Success Manager

Maximise the strategic value our customers derive from PortSwigger by building trusted relationships, aligning to business outcomes, and championing customer success at every stage of their journey.

PortSwigger is on a mission to secure the web. Trusted by over 16,000 organisations worldwide—including Microsoft, Amazon, and NASA—our cutting-edge security tools empower businesses to identify vulnerabilities, strengthen defences, and achieve their cybersecurity goals. As we expand into new enterprise markets, we’re building a dedicated Customer Success team to deepen relationships, drive retention, and ensure our most strategic customers realise the full business value of our products.

We’re looking for a proactive and results-driven Customer Success Manager to join this team and help shape its future. This is a unique opportunity to work directly with top-tier customers and play a central role in their success.

The Opportunity

As a Customer Success Manager at PortSwigger, you will act as a strategic advisor for a portfolio of high-value, enterprise customers. Your primary focus will be helping customers tie their use of PortSwigger products to measurable business outcomes. You will develop and communicate clear value narratives that showcase the impact of our solutions on customer goals—culminating in high-impact Executive Business Reviews (EBRs) with senior stakeholders.

You’ll also play a critical role in fostering long-term partnerships, identifying growth opportunities, and advocating for the customer within PortSwigger.

What You’ll Do

Value Realization and Enablement

• Develop a deep understanding of each customer’s business objectives, industry context, and success criteria.
• Drive adoption of PortSwigger solutions by guiding customers on best practices and tailoring enablement plans to their goals.
• Act as a product advocate, helping customers optimise their use of our products to drive meaningful outcomes.
• Deliver workshops, training, and onboarding tailored to various technical audiences, from developers to security leaders.

Customer Value Documentation and Communication

• Document the value PortSwigger delivers within customer environments, mapping technical outcomes to business impact.
• Create and maintain living value records that capture strategic initiatives, milestones, and realised benefits.
• Lead Executive Business Reviews (EBRs) with customer decision-makers, articulating ROI, alignment to strategic goals, and opportunities for deeper partnership.

Customer Relationship Management

• Build and nurture long-term relationships with senior stakeholders across customer organisations.
• Regularly assess customer satisfaction and success through check-ins, strategic reviews, and usage metrics.
• Develop and own success plans that ensure alignment between PortSwigger’s capabilities and customer objectives.

Retention and Growth

• Partner with Sales and TAMs to identify and act on upsell and renewal opportunities tied to demonstrated value.
• Track retention metrics and ensure ongoing engagement across the customer lifecycle.
• Support strategic account planning and co-create roadmaps that expand our footprint within customer organisations.

Customer Advocacy and Internal Collaboration

• Represent the voice of the customer across Product, Engineering, and Support teams.
• Share insights and feedback to influence product direction and improve the overall customer experience.
• Contribute to the development and refinement of Customer Success processes and tools, especially around value delivery and reporting.

About You

Skills and Experience

• 5+ years of experience in a Customer Success, Account Management, or similar client-facing role in a SaaS or tech environment.
• Proven experience working with strategic enterprise customers to drive product adoption, business value, and retention.
• Strong technical acumen with the ability to understand and explain complex concepts in web security or related domains.
• Demonstrated success documenting customer value and leading high-impact EBRs with senior stakeholders.
• Excellent communication and presentation skills, particularly in executive-facing settings.
• Analytical mindset with the ability to translate data into compelling narratives and action plans.

Attributes

• Customer-Centric: Passionate about understanding customer goals and driving impactful outcomes.
• Strategic Thinker: Skilled at connecting technical solutions to high-level business challenges.
• Relationship Builder: Trustworthy and empathetic with a focus on long-term partnership.
• Outcome-Oriented: Relentless in your focus on delivering results and proving value.
• Technically Curious: Eager to build expertise in PortSwigger’s products and the broader cybersecurity landscape.
• Self-Starter: Comfortable navigating ambiguity and taking initiative in a fast-moving environment.

We offer competitive, above-market salaries based on individual skills and impact. You’ll receive share options and a comprehensive benefits package alongside an excellent base salary. Learn more about our rewards here: https://portswigger.net/careers/reward