Customer Success Lead - London, United Kingdom - SenseOn

SenseOn
SenseOn
Verified Company
London, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description
Are you a bright, motivated self-starter? Would you enjoy working in a dynamic and collaborative team, building and innovating on your ideas? Do you want to be part of an exciting, fast-moving environment at the forefront of cybersecurity technology? If the answer is yes, then keep reading

At SenseOn, our mission is to design and build the security architecture of the future.

We provide our customers with the most comprehensive defence against cybersecurity threats; for every user and asset in an organisation, wherever the location.

Since our founding in 2017, we've been working hard to make a difference in our industry, receiving great recognition for our work, and we're now starting to scale.

Having recently closed a very successful Series A funding round, we are looking for innovative and driven individuals who want to make an impact and enhance our momentum


The role and team:


Having successfully gone through Series A funding, SenseOn is scaling rapidly and gaining new customers all the time As Head of Customer Success, you will play a pivotal role in leading the function to drive customer satisfaction, retention, and expansion, ultimately contributing to the company's growth and success.

This is a player coach role where you must be responsible for a cross section of our customers.


What you'll be doing:


  • 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 crossselling.
  • 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: Develop and implement a system for monitoring customer health and identifying early warning signs of potential issues. Take proactive measures to address concerns and prevent churn.
  • 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 datadriven insights to make informed decisions and drive continuous improvement.

Requirements:


Experience:


  • 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

What we'll offer you:


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

Belong at SenseOn:

At SenseOn, we define Talent as employees who are customer obsessed, pursuing excellence. They are courageous, ‍ ‍ good people, doing good things, powering our rocketship. If this resonates with you, then you will always belong. Nothing else matters. We are an Equal Opportunity Employer and do not discriminate against any qualified employee or applicant. Difference is what makes us stronger.
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