Enterprise CSM

About PortSwigger

PortSwigger is a company built around a simple belief: security should empower people, not slow them down. We create world-class tooling that helps security teams and developers uncover and fix real vulnerabilities, the kind that actually matter. Our products are crafted with care, backed by deep research, and shaped by a relentless drive to make the web safer for everyone.

We’re a successful, engineering-led organisation where small squads are empowered to take forward work in a suitable way, high-leverage work. Curiosity fuels us, craftsmanship defines us, and mutual support keeps us growing together. Here, you’ll have real agency, clear direction, and the freedom to push boundaries, supported by thoughtful coaching and a culture that values learning as much as delivery.

The Customer Experience Tribe

The Customer Experience Tribe is dedicated to delivering exceptional customer outcomes. Through onboarding, strategic guidance, technical expertise, and responsive support, we help customers integrate PortSwigger’s solutions into their workflows with confidence. We collaborate across teams to ensure feedback loops are strong, issues are resolved efficiently, and opportunities for deeper value are identified. We focus on long-term partnerships built on trust, expertise, and measurable impact.

What you’ll be doing

Owning Enterprise Customer Outcomes

• Act as the trusted advisor for a portfolio of high-value enterprise customers.
• Develop and execute tailored success plans aligned to each customer’s technical and business objectives.
• Define and track success metrics and KPIs to measure impact and value realisation.
• Lead regular strategic check-ins and Quarterly Business Reviews (QBRs) to communicate outcomes and identify opportunities.

Driving Technical Enablement

• Build a strong understanding of PortSwigger’s products, capabilities, and roadmap.
• Deliver tailored enablement sessions and resources for customers with varying technical skill levels, from developers to security teams.
• Deliver tailored onboarding and enablement sessions to ensure customers are proficient and confident in using our products.
• Act as a product advocate, helping customers troubleshoot challenges, implement best practices, and optimise their environments

Strengthening Relationships & Advocacy

• Build and nurture long-term relationships across multiple stakeholders within enterprise accounts.
• Act as the voice of the customer internally, ensuring feedback and insights inform Product and Engineering decisions.
• Collaborate with Solutions Architects and Technical Support to ensure smooth implementations and effective issue resolution.

Driving Retention & Growth

• Own retention and expansion outcomes for your portfolio, forecasting growth and identifying opportunities proactively.
• Partner with Sales on account strategy, renewals, and expansion opportunities.
• Contribute to strategic account planning and seamless handovers from Sales.

Contributing to Programme Development

• Help shape and refine our evolving Customer Success function, processes, and metrics.
• Generate insights and reporting on customer health, usage, and satisfaction.
• Influence best practices as we scale our enterprise capability.

Requirements

What we are Looking for

• 5+ years’ experience in Customer Success, Account Management, or a similar client-facing role within a SaaS or technology environment.

• Proven experience managing and growing enterprise accounts, delivering against retention and expansion targets.

• Strong technical aptitude, with the curiosity and confidence to engage in complex security and software development discussions.

• Experience within cybersecurity, software development, or related technical domains is highly desirable.

• Excellent communication and presentation skills, with the ability to engage both technical teams and executive stakeholders.

• Analytical mindset, able to synthesise usage data and customer insights into actionable strategies.

• Experience leading QBRs and strategic planning sessions.

What Success looks Like

• Customer-centric, with a genuine commitment to delivering exceptional value.
• A relationship builder who is empathetic, credible, and trusted by stakeholders.
• Strategic problem solver, able to anticipate challenges and craft thoughtful solutions.
• Technically curious, motivated to develop deep expertise in our products and the broader security landscape.

Self-starter who thrives in a fast-paced, evolving environment.

Benefits

Onboarding: This role will come with 4-weeks in-person onboarding at our HQ in Knutsford, UK

At PortSwigger, we believe people should be paid what they’re truly worth. We offer competitive salaries, generous pension contributions, and share in the company’s success. Alongside this, you’ll benefit from impressive 401K and healthcare contributions, generous holiday allowance, and a strong focus on learning and development, including our buy-any-book scheme and dedicated time for growth. We care deeply about creating an environment where people can do the best work of their lives.