Junior Customer Success Executive

“I am hugely excited about my future and the future of CyberOne. I have enjoyed my time here immensely and have learnt a huge amount in a short space of time, year-for-year I've learnt more here than I have at Microsoft and PwC.” - CyberOne Consultant

About CyberOne

CyberOne is a pure-play Microsoft security partner dedicated to helping enterprises realise the full value of the Microsoft Security portfolio—across Defender XDR, Sentinel, Entra, Purview, Intune, Copilot for Security and more. We combine deep technical expertise with outcome-driven services that accelerate secure cloud adoption, modernise threat protection and simplify compliance.

Job Title: Junior Customer Success Administrator

Location: Remote

Employment Type: Full-time

The Role:

At CyberOne, Customer Success plays an important role in ensuring our customers receive a professional, consistent and well-supported experience across their managed services.

As a Junior Customer Success Executive, you will support the Customer Success team with day-to-day customer and partner communications, service reporting, service review preparation and general customer administration. This is a junior role suited to someone who is highly organised, detail-focused and confident communicating with customers in a professional manner.

You will work closely with the wider Customer Success, Operations and Service Delivery teams to help ensure customer and partner updates are clear, service reports are accurate, and actions from service reviews are tracked and followed through.

This role is remotely based and would suit someone looking to develop their career in customer success, service delivery or account support within the cyber security and managed services sector.

Responsibilities:

Customer Communications & Support

• Act as a professional point of contact for day-to-day customer/partner queries, ensuring requests are acknowledged, tracked and directed to the correct internal teams.

• Manage the Customer Success mailbox, ensuring all enquiries are responded to promptly, assigned appropriately and tracked through to resolution.

• Provide support for non-managed service customers, acting as their primary point of contact for administrative requests, service queries and general customer support.

• Support regular communication with customers/partners to provide service updates, progress information and follow-up on agreed actions.

• Help ensure customers/partners receive timely, clear and accurate responses.

• Maintain customer records, contact details and communication notes to support effective account management.

• Support the wider Customer Success team in maintaining strong, positive customer relationships.

• Escalate customer concerns or risks to the appropriate internal teams when required and ensure customers are kept informed throughout.

Service Reporting

• Prepare monthly, quarterly and ad hoc service reports using agreed templates and internal data sources.

• Review service report content for accuracy, consistency and presentation before sharing internally or with customers/partners.

• Collate information from internal teams to support customer/partner reporting requirements.

• Help maintain reporting schedules to ensure service reports are produced and delivered on time.

• Identify and flag any gaps, inconsistencies or missing information within reports.

Service Reviews

• Support the preparation of customer service review packs, including reports, action trackers and meeting notes.

• Attend service review meetings where required to capture actions, updates and agreed next steps.

• Maintain action logs following service reviews and help track progress through to completion.

• Coordinate with internal teams to gather updates against customer actions.

• Support the Customer Success team in ensuring service reviews are well-structured, professional and focused on customer outcomes.

Customer Administration & Coordination

• Maintain customer documentation, trackers and internal records.

• Support the creation and updating of welcome packs, service schedules, customer information documents and other standard materials.

• Assist with internal reporting and statistics where required.

• Help coordinate customer/partner requests across internal teams, ensuring visibility and follow-up.

• Support continuous improvement by highlighting opportunities to improve templates, reporting processes and customer communications.

What “Great” Looks Like in This Role

• Customer communications are professional, clear and timely.

• The Customer Success mailbox is well managed, with enquiries acknowledged, allocated and followed through effectively.

• Non-managed service customers receive consistent, professional and helpful support.

• Service reports are accurate, well-presented and delivered on schedule.

• Service reviews are properly prepared, with actions clearly captured and followed up.

• Internal teams have the information they need to support the customer effectively.

• Customer records, trackers and documentation are kept up to date.

• The wider Customer Success team feels well supported and able to rely on you.

Qualifications:

You are organised, professional and comfortable working with customers and internal teams. You take pride in producing accurate work, following through on actions and helping create a positive customer experience.

You do not need to be a cyber security expert, but you should be willing to learn, ask questions and build your understanding of managed services, customer reporting and service delivery.

You Will Have:

• Strong administration, organisation and time management skills.

• Excellent attention to detail.

• Confident written and verbal communication skills.

• A professional and customer-focused approach.

• The ability to manage multiple tasks and follow up on actions.

• Good working knowledge of Microsoft Word, Excel, PowerPoint and Outlook.

• The ability to work remotely while staying engaged, responsive and well organised.

• A proactive attitude and willingness to learn.

• Experience in customer service, administration, account support or service delivery support would be beneficial.

• Experience within IT, telecoms, managed services or cyber security would be advantageous but is not essential.

Why Join Us?

• CyberOne Ranked #79 Globally in MSSP Alert’s 2025 Top 250 MSSPs

• Work with experienced cybersecurity professionals on meaningful, high-impact engagements

• Exposure to a wide range of industries, challenges, and modern Microsoft security solutions

• A collaborative environment that values expertise, autonomy, and continuous learning

• Competitive compensation, strong benefits, and a clear path for career progression

If you’re passionate about Microsoft 365 security and want a role where your expertise genuinely makes a difference, we’d love to talk.

💡 Let’s redefine what it means to be secure. Together.

#CyberDefenders