Customer Assurance Specialist

WHO ARE WE Cognism is the leading provider of European B2B data and sales intelligence. Ambitious businesses of every size use our platform to discover, connect, and engage with qualified decision-makers faster and close more deals. Headquartered in London with global offices, Cognism’s contact data and contextual signals are trusted by thousands of revenue teams to eliminate the guesswork from prospecting. 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 WHY COGNISM At Cognism, we’re not just building a company - we’re building an inclusive community of brilliant, diverse people who support, challenge, and inspire each other every day . If you’re looking for a place where your work truly makes an impact , you’re in the right spot! Our values aren’t just words on a page—they guide how we work, how we treat each other, and how we grow together. They shape our culture, drive our success, and ensure that everyone feels valued, heard, and empowered to do their best work. Here’s what we stand for: 🤝 We Own the Outcome Together. 🤓 We Deeply Understand our Customers. 🏆 We Celebrate Impact Wherever It Comes From. At Cognism, we are committed to fostering an inclusive, diverse, and supportive workplace. We welcome applications from individuals typically underrepresented in tech, so if this role excites you but you’re unsure if you meet every requirement, we encourage you to apply!