Customer Success Manager

At Promon, we protect the apps people rely on every day. Our award-winning application shielding solutions are trusted globally across finance, telecom, healthcare, and beyond. As cybersecurity threats evolve and customer expectations rise, how we retain, grow, and develop our customer relationships is just as critical as how we acquire them. Long-term partnerships don’t happen by chance — they are built through trust, value realization, and strong commercial execution.

That’s where you come in.

We’re looking for a Customer Success Manager – Renewals & Expansions to strengthen our small but mighty Customer Success team in Oslo. Reporting to the Director of Success, this role acts as a trusted advisor and internal go-to person for renewals, expansion, and customer commercial development.

This is a hands-on, high-impact role where you’ll own the renewal motion across the full customer base, driving renewal excellence, identifying expansion opportunities, and improving how Promon executes renewals and growth motions across teams.

Why This Role Is Special:

• Direct Commercial Impact: You will directly influence retention, renewal growth, and expansion revenue across the business.

• Strategic + Operational Ownership: Beyond managing renewals, you will help shape and improve how we run our renewal and expansion processes.

• Cross-Functional Influence: Work closely with Sales, Finance, and Leadership to align on pricing, forecasting, and commercial strategy.

• Trusted Customer Advisor: Engage senior stakeholders and position value at executive level.

• Build as We Scale: Help define and mature renewal and expansion practices in a growing, global cybersecurity company.

What You’ll Do:

Customer Portfolio & Commercial Ownership

• Own and drive customer renewals across the full customer base, including renewal growth, term length, and overall commercial outcomes in close partnership with Sales and Finance.

• Identify and support upsell and cross-sell opportunities, collaborating with Account Executives to present value, negotiate terms, and close expansions.

• Act as a strategic commercial advisor to your customers, ensuring alignment between business objectives and Promon’s value.

Renewals & Expansion Excellence

• Be accountable for renewal execution and outcomes, while enabling and collaborating with other CSMs.

• Lead renewal conversations, including negotiation, value positioning, and executive-level discussions.

• Support AEs in cross-sale opportunities and expansion discussions, ensuring a seamless customer experience.

Process Ownership & Improvement

• Take ownership of evolving renewal and expansion processes: analyze current ways of working, identify gaps, and lead improvements.

• Collaborate with Sales, Finance, and Customer Success to define pricing workflows, approvals, forecasting, and handoffs.

• Drive adoption of improved processes and influence how teams collaborate around renewals and commercial growth.

• Use data and insights to strengthen forecasting accuracy, renewal predictability, and customer health visibility.

Customer Advocacy & Insights

• Act as the voice of the customer internally, sharing feedback on product, pricing, and commercial models.

• Leverage customer insights across markets, segments, and partners to reduce churn and improve the customer journey.

• Contribute to executing the broader Customer Success strategy, with a strong focus on retention, renewal growth, and expansion.

What You’ll Bring:

• Experience in Customer Success, Account Management, Sales, or a similar strategic customer-facing role.

• Proven experience leading renewal conversations, including negotiation and commercial discussions.

• Experience identifying and supporting upsell and cross-sell opportunities in partnership with Sales.

• Comfort working in environments where processes are evolving — with the ability to analyze, structure, and improve ways of working.

• Hands-on experience with analytics, CRM systems, business intelligence tools, and customer data.

• A strong track record of delivering on KPIs related to churn, retention, renewal growth, and expansion.

• Fluency in English, written and verbal.

What We Value:

• Ownership: You take responsibility for outcomes — not just activities.

• Commercial Confidence: