About the job
Join PortSwigger, where we believe security should empower individuals rather than hinder them. As a leading provider of innovative security tools, we enable security teams and developers to identify and rectify significant vulnerabilities effectively. Our products are designed with precision, underpinned by extensive research, and driven by our commitment to making the web a safer place for everyone.
At PortSwigger, we are an engineering-centric organization that thrives on empowering small teams to undertake meaningful work. Curiosity drives our innovation, craftsmanship defines our products, and a culture of mutual support fosters our collective growth. In this environment, you will experience true autonomy, clear objectives, and the freedom to explore new frontiers, all while receiving thoughtful guidance and being part of a learning-focused culture.
About the Customer Experience Tribe
The Growth Tribe is dedicated to optimizing how customers discover, adopt, and derive long-term value from PortSwigger’s offerings. This collaborative unit integrates Customer Success, Marketing, and commercial strategy, ensuring our customers receive scalable support while fostering sustainable business growth. The tribe collaborates across functions with Product and Engineering, leveraging data, experimentation, and customer insights to enhance our user experience continuously.
Your Role
- Craft, lead, and refine PortSwigger’s Digital Customer Success strategy.
- Develop scalable programs for onboarding, adoption, and customer lifecycle management.
- Implement and enhance Customer Success platforms, health metrics, and automation processes.
- Collaborate closely with Product, Engineering, and Marketing to synchronize digital customer journeys.
- Utilize data and experimentation to foster continuous improvement.
- Establish success metrics and illustrate clear impacts on customer satisfaction and revenue growth.
What You Bring
- Extensive experience in Digital Customer Success within the B2B SaaS landscape.
- A robust analytical mindset with systems thinking capabilities.
- Practical experience with Customer Success platforms and lifecycle automation.
- A proven track record of cross-functional collaboration and influencing without direct authority.
- A growth-oriented mindset complemented by strong communication skills and emotional intelligence.
Success Indicators
- Clear accountability and visibility of Digital Customer Success initiatives within the organization.
- Demonstrable improvements in customer adoption, retention, and expansion rates.
- Established trusted partnerships with Product and Growth stakeholders.
- Scalable programs that minimize reactive tasks and maximize operational efficiency.
Benefits
Your onboarding includes a comprehensive four-week in-person training at our headquarters in Knutsford, UK. At PortSwigger, we believe in fair compensation that reflects your true value. We provide competitive salaries, generous pension contributions, and a share in the company's success. Additionally, you will enjoy substantial 401K and healthcare contributions, a generous holiday allowance, and more.

