About the company
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Fast-scaling cybersecurity business delivering 24/7 managed SOC, vCISO/GRC advisory, and innovative platforms designed for mid-market and regulated sectors
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Recently secured investment to accelerate growth, with ARR set to triple in the next year
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Building a high-performance commercial engine and customer success function to drive long-term client value
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Combines trusted operational expertise with innovative technology to help clients address compliance, risk, and security challenges
About the role
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Act as the first dedicated Customer Success Manager, owning relationships across a portfolio of high-value clients
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Design and implement customer success strategy, processes, playbooks, and health scoring frameworks from scratch
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Drive adoption, retention, and expansion within accounts, ensuring measurable value is delivered at every stage
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Build and maintain senior-level relationships, positioning yourself as a trusted advisor on risk and cybersecurity best practices
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Track and report on customer health, renewal risk, and expansion opportunities while embedding customer success metrics across the business
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Partner closely with Sales, Product, and Delivery to ensure seamless onboarding and long-term engagement
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Provide customer insights back into the business to influence product and service development
About you
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3–5 years’ experience in customer success within SaaS, cybersecurity, compliance, or risk software
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Proven track record of building customer success frameworks and playbooks from the ground up
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Commercially minded with a strong history of driving renewals, retention, and expansion revenue
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Excellent communicator and relationship builder with credibility at senior stakeholder level
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Comfortable designing metrics and KPIs such as health scores, NRR, and renewal forecasting
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Thrives in high-growth, fast-moving environments and motivated by the opportunity to shape a new function
Package
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£70,000 base salary
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Bonus linked to renewals and expansion revenue
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Fully remote role (UK-based) with periodic in-person sessions
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Private health insurance and 25 days’ holiday