The Company
* Established SaaS business with a globally recognised platform and an exceptional customer base.
* Trusted by enterprise organisations across highly complex and security-conscious environments.
* Strong growth trajectory with significant expansion plans and a product suite evolving rapidly.
The Opportunity
This is a pivotal hire to lead a fundamental shift in how the business approaches Customer Success.
Right now, the function is heavily transactional. The opportunity is to build something far more strategic, embedding a culture centred around customer value, engagement, and long-term growth.
You’ll take ownership of a broad and diverse customer base, working closely with a team of Account Managers to redefine how accounts are segmented, managed, and grown. This includes introducing a more intelligent approach to customer prioritisation, focusing on propensity to spend, not just current value, and building scalable playbooks across high-touch, low-touch, and automated engagement.
You’ll work with key accounts, support expansion opportunities, and play a central role in driving adoption of new product releases, with a clear mandate to increase retention and unlock significant untapped revenue across the existing base.
This is a role for someone who wants to build, challenge, and elevate!
The Ideal Candidate
* Proven experience in Customer Success or Account Management leadership within a SaaS or technology-led business
* Strong commercial mindset, comfortable owning retention, expansion, and account growth metrics
* Experience managing or influencing teams responsible for large, diverse account bases
* Background in sales or commercially driven environments is highly valuable
* Confident challenging stakeholders and driving change at leadership level
* Naturally curious and analytical, asks the right questions and looks beyond surface-level data
* Comfortable working in fast-moving, evolving environments where structure needs to be built
* High drive, ambition, and continuous improvement mindset
* Experience in technically complex or enterprise environment is valuable.
* Experience within Cybersec or related industries is highly desirable.
The Package
* £75k–£85k base salary plus a 20% variable.
* Remote-first (UK-based) with occasional travel (UK & international)
* 25 days holiday + increases with service
* Healthcare.
And more