Customer Success Lead

April 5

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SenseOn

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SenseOn makes advanced cybersecurity quickly accessible for organisations of all sizes. Our mission is your mission.

Cyber • Cyber Defence • Information Security • Machine Learning • Artificial Intelligence

51 - 200

Description

• Customer Engagement: Establish strong relationships with a cross section of key customers, serving as their primary point of contact for strategic discussions, escalations, and feedback. Proactively identify opportunities for upselling and cross-selling. • Strategy Execution: execute our comprehensive customer success strategy aligned with the company's goals and objectives. Continuously refine and optimise processes to enhance customer satisfaction and retention. • Product Adoption and Onboarding: Oversee the onboarding process for new customers, ensuring a smooth transition and successful implementation of our solutions. Drive product adoption and usage through targeted engagement initiatives. • Customer Health Monitoring: continue to track, formulating strategy from results to mitigate risk. • Customer Feedback and Advocacy: Gather feedback from customers and collaborate with internal teams to drive product improvements and enhancements. Cultivate a community of satisfied customers who are willing to advocate for our solutions. • Renewals and Expansion: Work closely with the sales team to ensure timely renewals and identify opportunities for account expansion. Develop strategies to increase customer lifetime value and reduce churn. • Customer Success Metrics: Define and track key performance indicators (KPIs) related to customer success, such as customer satisfaction scores, retention rates, and net promoter score (NPS). Use data-driven insights to make informed decisions and drive continuous improvement.

Requirements

• Extensive proven experience in the Customer Success space (5+ years) • Ideally at least 2 years of experience within the Cyber Security industry, resulting in a strong understanding of cybersecurity concepts and technologies • Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers • Data driven with proficiency in CRM software and customer success platforms • Ability to travel occasionally for customer meetings and events

Benefits

• Unlimited holiday allowance • Hybrid work • Bi-annual career progression review • Learning and development investment • Enhanced pension • Private healthcare with vitality offering rewards and discounts from Amazon Prime to Gym Membership