Customer Success Manager

Customer Success Manager

Location: Remote (US) / Austin, TX (Hybrid) Team: Customer Success & Growth | Reports to: Senior Director, Customer Success & Growth 

About MirrorWeb

MirrorWeb is an intelligent communications supervision platform built for regulated financial services firms. Compliance teams are drowning in data but starving for signal, and we fix that with AI-native supervision that's explainable, defensible, and built for regulatory scrutiny.

Why This Role Matters

Our customers are compliance leaders who operate in one of the most scrutinised environments in financial services. They can’t afford mistakes. This role is the primary relationship between MirrorWeb and the accounts that depend on us to meet their regulatory obligations. You'll protect and grow a book of business where trust is currency.

What Success Looks Like

• Gross revenue retention above 95% across your book, with every renewal visible 90+ days out
• $300K+ in expansion pipeline generated and closed through whitespace identification and strategic account planning
• Compliance stakeholders at your accounts who pick up the phone when you call and bring you into buying conversations proactively

The Role

You'll own a book of ~175 regulated financial services accounts spanning ~$1.7M in ARR. Your time splits between protecting and growing revenue: running business reviews, managing renewals, identifying whitespace, and closing expansion opportunities. This isn't a check-in call CSM role. You run your book like a business and drive outcomes without waiting for direction.

Key responsibilities:

• Own renewals, expansion pipeline, product adoption, risk mitigation, and escalation management across your accounts. You are the single point of accountability
• Run structured business reviews with strategic accounts, using usage data to surface commercial opportunity, not just product recaps
• Build and execute account plans that map whitespace across MirrorWeb's product portfolio (Social Media, Website, Team Comms, Mobile Capture, Sentinel AI)
• Manage renewals proactively: forecast accurately, flag risk early, and drive multi-year commitments where appropriate
• Leverage HubSpot, Gong, and usage analytics to prioritise your time, track account health, and report on pipeline, no chasing required
• Partner with Product and Support to close the loop on customer feedback without letting it become noise
  

What You'll Bring

• Proven success in Customer Success or Account Management in a B2B SaaS scale-up, carrying a commercial book with real expansion quota, not just adoption and NPS
• Experience serving compliance, risk, legal, or governance buyers in financial services — or a strong track record in adjacent trust-sensitive environments (healthcare IT, cybersecurity, legal tech)
• Structured thinker when it comes to account prioritisation: you know which accounts get a call this week and why
• Comfortable operating at pace with high autonomy. You build your own systems where none exist and don't stall without a prescribed process
  

What's on Offer

• Comprehensive health coverage — medical, dental, and vision
• 401(k) with 3% non-elective employer contribution
• 20 days PTO + your birthday off + paid sick leave
• Enhanced family leave
• $100/month Juno flexible lifestyle allowance (wellness, learning, whatever matters to you)
• Equity Appreciation Rights — share in what we're building
• Life assurance

How We Work

Fast pace, high standards. Our buyers operate in regulated environments where mistakes have real consequences — so we build and operate with the same rigour. Ownership culture, one team across Austin and Manchester, and a genuine focus on signal over noise.

MirrorWeb is an equal opportunities employer.