Head of Customer Success

Location: Work remotely anywhere in the UK!

Hey, we’re CybSafe! Let us introduce ourselves 👋

WE BELIEVE that everyone deserves to live in a better and more secure digital world 🌍
WE’RE ON A MISSION and we’re fundamentally transforming the way society addresses the human aspect of cyber security 🚀
OUR VISION is for a world in which everyone uses tech confidently and safely 🤝

We’re a tribe of risk-takers, game-changers, free-thinkers and doers. And we’re passionate about the impact we have on our planet through our software and our voices.

Entrepreneurial. Passionate. Creative. Data-driven. Effective. Ethical.
If these resonate with you, come join us and make a difference 💫

Equality, diversity, inclusion and belonging - we don't just talk the talk...

We believe in being a diverse and inclusive tribe.
There are no excuses for anything less.
You can take a look at what this means at CybSafe here.

Please let us know of any adjustments you may need to support you with your application.

Your role in this mission

We are looking for a Head of Customer Success to join the CybSafe tribe. You’ll act as a player-coach and lead the Customer Success function at a fast-growing, Series B VC-backed B2B enterprise SaaS company. You are someone who can think strategically but who is also very much hands-on with processes and customers. As well as building a Customer Success team from scratch, you will personally have ownership of an important portfolio of approximately 30 - 50 customers, including commercial ownership for the renewal. You’ll be responsible for renewals and advocacy in our customer base, and you’ll be a bridge between Product and our customers - communicating our technology, understanding pain points and interpreting future customer needs to inform product development.

The Head of Customer Success will lead the customer success team, so direct experience managing a team is crucial.

Your day-to-day responsibilities:

• Deliver and communicate recurring value throughout the customer lifecycle.
• Deliver consistently low churn metrics, drive customer renewal, and grow revenues through expansion and multi-year conversions.
• Be the CybSafe’s Customer Success evangelist.
• Ensure a customer-centric focus across all business functions.
• Ensure CybSafe delivers exceptional account management and customer experience, and that CybSafe platform deployments are successful.
• Automate processes to ensure effectiveness and efficiency.
• Deliver an outstanding onboarding experience, accelerate time to value (TTV), and create immediate customer stickiness.
• Advise our customers, with hands-on platform guidance, on how to manage CybSafe’s solution to achieve full business value quickly and repeatedly.
• Be data-obsessed and assist our customers in using analytics to prove value and show how the CybSafe solution has decreased their workforce risk exposure.
• Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track.
• Act as the voice of the customer cross-functionally and collect feedback to influence continuous improvement in the product and our processes.
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Own and run periodic business reviews and health checks - accurately assessing customer health, helping define adoption strategies and ensuring value realisation (using key metrics from the platform).
• Identify advocates and expand our customer community to accelerate our go-to-market motion.
• Work closely with sales, product, finance, marketing, and services teams to ensure alignment, collaboration and efficiency in our approach to effective customer success.
• Maintain and create an environment and develop effective processes that promote both autonomy and accountability.
• Guide and mentor a high-performing, happy, world-class Customer Success team, encouraging collaboration, ownership and continued learning and development, through 1:1s, coaching and career planning.

What you'll bring to the tribe:

• You have a progressive approach to the future of SaaS customer success, namely highly automated, lean and data-driven value expression/creation.
• You have a highly ambitious attitude. You’re a self-starter, full of new ideas and ready to get stuck in.
• You have competent technical depth, are “customer-obsessed”, and have proven experience with a B2B SaaS product.
• You have the desire to take initiative, you consistently orient towards proving value for customers and love working in a fast-paced, high-growth environment.
• You have 5+ years of success in customer success roles in enterprise SaaS deployment, CSM and/or program management for large, complex, and strategic customers.
• Experience working with and through channel partners (VARs, MSPs, MSSPs etc)
• You have strong communication skills, as well as display executive presence and confidence in varying types of customer situations.
• You have a proven track record of building relationships with senior customer executives in large and mid-sized accounts.
• You have quota-carrying account or customer success management experience.
• You have excellent skills in managing a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required.
• Experience as a Senior Customer Success Manager or Leader in a B2B SaaS company with a proven track record of building and scaling high-performing customer success teams.
• Experience in coaching, mentoring, and developing customer success professionals.
• Ability to set clear goals, KPIs, and performance metrics for the customer success team.

Any of these additional skills are highly desirable:

• You have prior work experience as a Technical Account Manager or Sales Engineer focused on cybersecurity, GRC or data protection solutions.
• You have experience working within cybersecurity and in a cybersecurity tech vendor.
• You have a unique experience that you believe is relevant and an advantage. Every individual is different and we embrace that.
• You have a strong knowledge of a range of prominent cybersecurity and business productivity technologies, (ie. Microsoft E3/E5 Proofpoint, ZScaler, Slack, GoogleWorkspace).
• You have a familiarity with technologies that are adjacent to CybSafe in which we integrate, (DLP, SIEM, SOAR, UEBA)

We’re a remote-first tribe, but you will always feel connected 

Our team is all over the UK and North America 🇬🇧 🇺🇸
We get together in person twice a year for our CybSummits and have lots of virtual events too! Wherever you are, you can fully participate in all of our get-togethers and team meets. We get up to all sorts of social activities, from cycling to crafting, we have something for everyone…🧶

And we’ll make sure you are cared for and rewarded

Below are just some of the benefits you'll receive as a valued member of the CybSafe Tribe! More here 👀
🌍 remote-first policy with access to our London HQ!
⏰ flexible working arrangements
💷 annual professional development budget
🖨️ work-from-home set-up budget, with an annual maintenance allowance
🏥 AXA private medical insurance
📆 25 days’ paid leave + bank holidays + your birthday off
📈 share options
🎄 2-week Christmas shutdown
🧳 twice a year in-person CybSummits

So, what’s next?

We aim for maximum honesty and transparency at CybSafe, so take a look at our application and interview process for this role here!

Please note this is a UK remote role, so you can work from anywhere in the UK.