Customer Success Manager

Solace Global Risk provides intelligence-led risk management, tracking, monitoring, and response services to organisations operating in complex and high-risk environments. We support clients across corporate security, travel risk, duty of care, and operational resilience, helping decision-makers protect their people, assets, and reputation. We are looking for an efficient and skilled Customer Success Manager to join our Customer Success team.

As the Account Manager, you will be responsible for dedicated account management and platform support (Solace Secure) to customers, ensuring all technical aspects of platform onboarding and development are captured and communicated effectively. This is truly an ‘all business’ role which requires close collaboration with the Operations, Finance, Marketing, Product, Technical and Platform Development teams to ensure positive, two-way communication between ongoing clients and the internal Solace Global team.

You will also be involved with proposal writing for new business and exploring further opportunities as part of a commission-based program.

This is an exciting opportunity to contribute to our business development initiatives, strengthen our market position, and drive revenue growth. If you are a results‑oriented professional passionate about delivering winning bid proposals and supporting clients in driving business growth, we encourage you to apply.

We offer a competitive compensation package alongside an inclusive and nurturing atmosphere that values creativity, collaboration, and performance.

• Act as the primary point of contact for customers' platform queries, providing guidance, troubleshooting, and ensuring timely resolution.
• Facilitate Solace Secure platform training, both internally and externally, to ensure all users are comfortable and proficient with the system.
• Help build and expand the Solace Secure knowledge base to support efficient platform delivery and rollout.
• Communicate customer changes or requests internally with the Operations team, ensuring seamless implementation.
• Support customer quarterly and annual reviews by producing and analysing report statistics on platform usage.

• Experience in a relevant business field.
• Proficiency in using management software (e.g., Hub Spot) and MS Office.
• Attention to detail and high accuracy in bid preparation, reports and reviews.
• Ability to collaborate with cross-functional teams and influence stakeholders at various levels.
• Strong ability to work cross‑functionally and maintain effective stakeholder communication.

• 2+ Years of experience in a relevant business field.
• Strong project management skills, with the ability to prioritise tasks, meet deadlines, and manage multiple bids simultaneously.
• Exceptional organisational and time management skills.
• Excellent analytical and problem‑solving skills to assess bid opportunities and develop winning strategies.
• Excellent written and verbal communication skills, with the ability to present complex information clearly and persuasively.
• Familiarity with platform management tools or experience in supporting SaaS products is a plus.

We value collaboration, innovation, and a customer‑centric approach. Join us to make a real impact, contribute to our growth, and thrive in a supportive environment that values your creativity and drive.