Head of Customer Success

Head of Customer Success for a Cybersecurity Startup

RoboShadow is a fast-growing, GCHQ-backed Cyber Security company helping businesses and MSPs identify and remediate security vulnerabilities. We have hit product/market fit and are now scaling up our operations.

We are looking for an ambitious Customer Success professional to take ownership of our customer journey and help build the function as we scale.

This could suit an existing Head of Customer Success, but it would also be an excellent first Head of role for an experienced Customer Success Manager who is ready for more ownership, leadership and commercial responsibility.

For the right person, the role could develop further into wider commercial leadership as the company scales.

About the Role

You will own the customer journey from onboarding and adoption through to retention, renewals and growth.

This is a hands-on role. You will work directly with customers, deliver demos, support strategic accounts and help solve problems, while also improving our customer success processes and developing the wider team.

You will work closely with Sales, Product, Support and Engineering, giving you broad exposure to how a growing Cyber Security start-up operates.

What You’ll Be Doing

You will:

• Take ownership of onboarding, adoption, retention and renewals.
• Build strong relationships with MSP partners and direct customers.
• Deliver customer calls, onboarding sessions and product demonstrations.
• Identify at-risk customers and create plans to improve engagement.
• Support renewals, account growth and appropriate upsell opportunities.
• Develop customer journeys, playbooks and training materials.
• Monitor customer health, adoption, satisfaction and churn.
• Represent customer feedback internally and influence product improvements.
• Improve Customer Success reporting, systems and automation.
• Build customer advocacy through testimonials, referrals and case studies.

What We’re Looking For

We are looking for someone who is:

• Ready to take on ownership and help shape a growing function.
• Confident building relationships with customers and senior stakeholders.
• Commercially aware and able to identify both risks and growth opportunities.
• Comfortable delivering product demos and leading Teams calls.
• Able to explain technical products clearly and confidently.
• Organised, proactive and comfortable managing different priorities.
• Interested in Cyber Security, SaaS and the start-up world.
• Comfortable using data, AI and automation tools.
• Ambitious and keen to grow into senior commercial leadership

You do not need to have previously held a Head of title. We are more interested in your ability, attitude, customer experience and readiness to step up.

Experience within Cyber Security, IT, managed services or the MSP channel would be helpful, but it is not essential.

Working Arrangements

This is a potential hybrid role based around our Shenfield office. Regular office attendance will be required to work closely with the leadership team and wider business.

Shenfield is at the end of the Elizabeth Line, with direct connections to London Liverpool Street.

Why Join RoboShadow?

You will have the opportunity to take ownership of an important function, work directly with senior leadership and make a visible impact on how the business grows.

How to Apply

Please send your application or any questions you have to Sign in to view email