Customer Success Lead
2 weeks ago
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 the team:
Having successfully gone through Series A funding, SenseOn is scaling rapidly and gaining new customers all the time As Lead CSM, you will play a pivotal role in working with our largest most complex customers to drive business value from SenseOn, maximise revenue retention, and proactively drive revenue expansion, ultimately contributing to SenseOn's growth and success. This is an individual contributor role where you will be responsible for a cross section of our most important customers, with the possibility of team leadership in the future for the right high performing candidate.
Duties:
- 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 and work closely with Sales colleagues to qualify and help close.
- Strategy Execution: execute our comprehensive customer success strategy aligned with the company's goals and objectives across your assigned book of
- business. Identify missing processes or refine existing ones to enhance customer satisfaction and retention.
- Customer Health Monitoring: continue to track both product usage and sentiment metrics, and execute necessary steps to mitigate revenue risk.
- Renewals and Expansion: Work closely with the sales team to ensure timely renewals and on opportunities for account expansion. Work across internal teams to increasecustomer lifetime value and reduce churn.
- Customer Success Metrics: Meet or exceed on performance indicators (KPIs) related to customer success, specifically Gross and Net Revenue Retention. Use data-driven 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
- Bi-annual 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.
Prior to the next stage in our recruitment process, please don’t hesitate to confidentially let us know if you require any support to allow you to fully participate in our process: anna.doyle@senseon.io
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