Customer Success Manager (Scale)

Why this role exists

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 Growth Tribe

The Growth Tribe exists to help PortSwigger reach the people who need our tools most and ensure they get real value from them. We focus on sustainable, thoughtful growth by deeply understanding our users, their problems, and how our products can genuinely help. Working closely with Product, Marketing, and Engineering, we experiment, learn quickly, and refine our approach to build meaningful, long-term relationships with customers.

What you will be doing

As a Scale Customer Success Manager, you will own customer outcomes for a large portfolio of customers using PortSwigger products. This is a scaled, programmatic role focused on onboarding, adoption, lifecycle management, renewal readiness, and early expansion signals, rather than traditional 1:1 account management.

You will design and execute repeatable success motions that help customers realise value efficiently, using data, tooling, and automation to operate at scale. Working closely with teams across Customer Success, Sales, Support, Product, and Operations, you will ensure customers are supported in a consistent, proactive, and commercially aware way.

• Own customer outcomes across a large, scaled portfolio using 1:many and 1:few engagement models.
• Drive onboarding, activation, and ongoing adoption throughout the customer lifecycle.
• Monitor customer health, usage, and engagement signals to identify risk and opportunity early.
• Support renewal readiness and retention through proactive, data-driven interventions.
• Design, run, and iterate scalable customer success programs and lifecycle journeys.
• Use CRM and CS tooling to track activity, outcomes, and forecasts accurately.
• Collaborate with Sales and Renewals on expansion and commercial signals informed by product usage.
• Act as a voice of the customer by surfacing insights and patterns that inform improvements to processes, tooling, and customer experience.

Requirements

What Success Looks Like

• Customers reach value faster and adopt more of PortSwigger’s product capabilities.
• Renewal rates and retention metrics improve across the scaled customer segment.
• Clear, repeatable success motions reduce reactive work and firefighting.
• Customer risk is identified earlier and managed more predictably.
• Strong cross-functional relationships enable smooth collaboration and shared ownership of outcomes.

What We’re Looking For

• Experience in a customer-facing role within a SaaS or subscription-based environment.
• Solid understanding of Customer Success fundamentals, including retention, churn, GRR, NRR, and customer health.
• Comfort working with data, CRM systems and customer signals to drive decisions.
• Technical curiosity and credibility in a technical product environment.
• Clear, confident communication skills and strong emotional intelligence.
• A proactive, ownership-driven approach with the ability to work autonomously at pace.
• Alignment with PortSwigger’s values and high-performance culture.

Benefits

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.