OVERVIEW:

Cognism receives a high volume of customer due diligence and security questionnaires during the sales and renewal process. These requests are critical to progressing commercial opportunities and enabling our customers to confidently assess Cognism’s security, privacy, and compliance posture.

We are looking for an operationally strong Customer Assurance Specialist to manage the intake, coordination, and completion of these requests across our internal teams.

This role is not a security SME role. Instead, it focuses on process management, stakeholder coordination, and service delivery to ensure requests are handled efficiently and accurately.

You will act as the operational bridge between Sales, Customer Success, Security, Legal, Product, and Engineering, ensuring that due diligence requests are tracked, completed, and delivered to customers in a timely manner.

RESPONSIBILITIES:

Manage Customer Due Diligence Requests -

• Own the intake and coordination of customer security, compliance, and due diligence questionnaires
• Ensure requests are captured through the defined intake process and tracked through to completion
• Complete questionnaires directly using approved documentation, escalating to SMEs only where technical clarification is required
• Coordinate responses with internal subject matter experts (Security, Legal, Product, Engineering)
• Ensure responses are accurate, complete, and delivered within agreed timelines

Support Sales and Customer Teams -

• Act as a service partner to Sales, AM, and Customer Success teams to help progress commercial opportunities
• Provide visibility to request status and timelines for internal stakeholders
• Support teams with documentation required to close deals or complete renewals

Customer Communication -

• Communicate directly with customers when clarification or additional context is required
• Ensure a professional and consistent experience for customers throughout the due diligence process
• Escalate complex security or compliance questions to the appropriate internal SMEs

Maintain Knowledge and Documentation -

• Maintain a central repository of Cognism security, compliance, and product documentation
• Ensure answers to commonly asked questions are documented and kept up to date with relevant SMEs
• Support the development of a customer self-serve trust centre and knowledge resources

Improve Process and Efficiency -

• Contribute to the development of scalable processes and tooling for managing due diligence requests
• Support improvements to intake workflows (e.g. ticketing systems, knowledge bases, automation)
• Identify opportunities to reduce internal effort and improve turnaround times

WHAT WE'RE LOOKING FOR:

Core Skills -

• Strong organisational and operational skills
• Excellent written and verbal communication
• Ability to coordinate multiple stakeholders and manage competing priorities
• High attention to detail and ability to manage structured documentation

Experience -

• Experience working in a customer-facing operational role (Sales Support, Operations, Customer Success, Support, or similar)
• Comfortable coordinating across cross-functional teams
• Experience managing requests or workflows through ticketing systems such as SFSC or Zendesk

Nice to Have -

• Experience working in a high-growth, SaaS environment
• Familiarity with due diligence questionnaires or RFP processes
• Experience maintaining knowledge bases or documentation repositories

SUCCESS IN THIS ROLE:

You will be successful if you -

• Ensure due diligence requests are completed quickly and accurately
• Provide clear visibility and communication to internal teams and customers
• Help create a scalable process that reduces cross-team effort
• Enable Sales and Customer Success teams to close deals and renewals more efficiently