About the Company
Crises Control is an award-winning SaaS platform that helps organisations prepare for, respond to, and recover from incidents and crises. Our tools empower organisations to protect people, assets, and reputation when it matters most. Customers include enterprises, schools, transport operators, and government bodies across the globe.
We’re scaling rapidly and are now building a world-class Customer Success function to ensure our customers achieve maximum value, renew with confidence, and expand their use of Crises Control.
Role Overview
As a Customer Success Manager (CSM) at Crises Control, you will own the post-sale relationship with a portfolio of customers. You’ll act as a trusted advisor — guiding onboarding, driving adoption, and ensuring measurable value is achieved. You’ll work closely with sales, product, and support teams to maximise customer satisfaction, retention, and growth.
This is a unique opportunity to shape the future of our customer success function and directly influence how organisations build resilience through Crises Control.
Key Responsibilities
- Onboarding & Implementation
- Lead customers through onboarding, training, and initial platform setup.
- Run customer drills and simulations to showcase early value.
- Adoption & Engagement
- Monitor product usage and health metrics; proactively address risks.
- Deliver tailored training and best-practice workshops.
- Create customer success plans aligned to business objectives.
- Renewals & Expansion
- Drive timely renewals by demonstrating ROI and resilience impact.
- Identify opportunities to expand usage (modules, sites, integrations).
- Partner with sales on upsell and cross-sell opportunities.
- Advocacy & Relationship Building
- Build strong, trusted relationships with customer stakeholders (IT, Security, HR, Execs).
- Conduct Executive Business Reviews (EBRs) and present value reports.
- Turn customers into advocates through case studies, testimonials, and peer referrals.
Skills & Experience
- 3–5 years in Customer Success / Account Management at a SaaS or mission-critical software company.
- Strong understanding of SaaS adoption metrics, onboarding, and renewal cycles.
- Experience running customer business reviews and presenting value to senior stakeholders.
- Excellent communication and relationship management skills.
- Ability to analyse customer usage data and develop actionable insights.
- Familiarity with resilience, crisis management, business continuity, or compliance frameworks (ISO 22301, GDPR, DORA) a strong plus.
- Fluent in English; other European languages an advantage.
Why Join Crises Control?
- Be part of a fast-growing SaaS company making a real difference in protecting lives and organisations.
- Shape and influence the customer success function from the ground up.
- Competitive salary + bonus structure tied to retention and growth.
- Remote-first working culture with international customers.
- Opportunity to progress into Head of Customer Success as the team expands.
To Apply
Please submit your resume and cover letter to [email protected].