Companies you'll love to work for

Customer Success Lead



Customer Service, Sales & Business Development
London, UK
Posted on Monday, March 25, 2024

🌱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 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: 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 data-driven insights to make informed decisions and drive continuous improvement.