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Package: £40,000 - £60,000 (DoE) + Car Allowance + Bonus + Benefits
Location: Glasgow (Hybrid + Travel to Customer Sites)
Reports to: CEO
Package: £40,000 - £60,000 (DoE) + Car Allowance + Bonus + Benefits
Location: Glasgow (Hybrid + Travel to Customer Sites)
Reports to: CEO
About Acumen Cyber
Acumen Cyber is a rapidly scaling UK-based Managed Security Services Provider (MSSP), delivering enterprise-grade, 24/7 Managed SOC services to public and private sector organisations across the UK and beyond. Our engineering-led approach, best-of-breed technology stack, and commitment to world-class service have seen us secure significant contracts with major organisations, and we continue to grow at pace.
We are growing rapidly and are seeking a Client Success Lead to enhance our customer relationships, drive retention, and support the growth of our client base. For the right candidate, this role offers the opportunity to shape and grow Acumen Cyber’s client success function, including building a team over time.
The Role
The Client Success Lead will be responsible for ensuring our clients get the most value from their partnership with Acumen Cyber. You’ll act as a trusted relationship manager across a portfolio of clients, working closely with our SOC Client Leads to coordinate service delivery, run structured client feedback and review programmes, and ensure we consistently meet and exceed expectations.
This is a hybrid role: part relationship/account manager, part customer success strategist, combining hands-on client management with the vision to help Acumen evolve this function as we continue to scale.
Key Responsibilities
Client Relationship & Account Management
* Build and maintain strong relationships across client organisations at multiple levels.
* Act as a key point of contact for non-technical queries and relationship management.
* Lead structured client feedback programmes, ensuring insights are gathered and acted on.
* Proactively identify and nurture opportunities for account growth, collaborating with the sales team to expand services.
Service Coordination & Support
* Support SOC Client Leads by coordinating service reviews, ensuring client-facing reports, presentations, and documentation are delivered on time and to a high standard.
* Track service performance metrics and ensure clients are updated in a clear, business-focused way.
* Maintain client records and ensure CRM systems (e.g., HubSpot) are updated with interactions, insights, and opportunities.
Function Development & Growth
* Work with leadership to define and develop Acumen’s Client Success strategy.
* For the right candidate: build out a client success team over time, including recruiting and mentoring future hires.
* Champion continuous improvement by sharing customer insights to influence product and service evolution.
Skills & Experience
* Experience in customer success, account management, or client relationship management (ideally in technology, SaaS, or cyber security).
* Comfortable managing structured feedback programmes and driving measurable improvements.
* Excellent interpersonal and communication skills, with the ability to engage confidently at all levels.
* Commercial awareness with a track record of spotting and developing growth opportunities within accounts.
* Strong organisational skills - able to manage multiple priorities across a diverse client base.
* Familiarity with CRM platforms (e.g., HubSpot) and structured reporting.
What We Offer
* The chance to make a significant impact in a fast-growing cyber security business.
* Opportunity to build out a new function and shape how Acumen delivers client success as we scale.
* A collaborative, high-performance culture focused on excellence and personal growth.
* Competitive salary and benefits package.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
* Industries
Computer and Network Security
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