Customer Success Executive

“I am hugely excited about my future and the future of CyberOne. I have enjoyed my time here immensely and have learnt a huge amount in a short space of time, year-for-year I've learnt more here than I have at Microsoft and PwC.” - CyberOne Consultant

About CyberOne

CyberOne is a pure-play Microsoft security partner dedicated to helping enterprises realise the full value of the Microsoft Security portfolio-across Defender XDR, Sentinel, Entra, Purview, Intune, Copilot for Security and more. We combine deep technical expertise with outcome-driven services that accelerate secure cloud adoption, modernise threat protection and simplify compliance.

Job Title: Customer Success Executive

Location: Hybrid; 1 day per month reporting in London office

Employment Type: Full-time

Purpose of Role:

At CyberOne, Customer Success isn’t a support function - it’s frontline cyber defence. This role is pivotal to ensuring our customers stay protected, get maximum value from our services, and see us as their trusted cyber partner for the long run.

You’ll be the person customers rely on to keep their managed security services running smoothly, evolving over time, and delivering real-world outcomes. You’ll own renewals, identify growth opportunities (upsell/cross-sell), and lead service delivery management across your accounts.

This is a varied, high-impact role that sits right at the intersection of Operations, Service Delivery, and Sales - ideal for someone who thrives on ownership, customer relationships, and making things happen.

Main Duties and Responsibilities

Customer Ownership & Growth

• Support the Head of Customer Success in running a world-class customer success function.

• Take accountability for renewals, re-contracting, and solution evolution to minimise churn and maximise customer lifetime value.

• Maintain a clear, accurate forecast of your pipeline - renewals, expansions and opportunities in flight.

• Meet customers regularly to understand their challenges and map them to the right CyberOne services and technology.

Trusted Advisor & Relationship Builder

• Build deep, trusted relationships with customers at every level - from IT teams to senior stakeholders.

• Become the go-to person for everything service-delivery related.

• Lead structured monthly/quarterly service reviews, ensuring actions are agreed, owned, and delivered on time.

• Support account development planning with commercial awareness and sharp customer insight.

Service Delivery Leadership

• Manage delivery against contracted SLAs and service schedules, ensuring we meet obligations and exceed expectations.

• Direct and oversee order processing, fulfilment, and customer requests end-to-end.

• Handle escalations calmly and professionally, including producing Root Cause Analysis reports that strengthen customer confidence.

• Keep internal teams aligned and informed so we move as one team around the customer.

Operational Excellence & Continuous Improvement

• Produce monthly, quarterly, and annual service reports and deliver them via our customer portal.

• Identify where processes can be improved for speed, quality, and efficiency - then help implement those changes.

• Assist with internal statistics and reporting to support decision-making across the business.

• Support resourcing for projects and pre-sales work.

• Own and maintain the Monday.com system and collaborate across other operating platforms as needed.

• Generate Statements of Work, managed service schedules, welcome packs, and coordinate contract delivery with Operations.

What “Great” Looks Like in This Role

• Customers renew confidently and view CyberOne as vital to their cyber resilience.

• Pipeline is visible, dependable, and growing - with new value being created, not just maintained.

• Service reviews are proactive, structured, and lead to action.

• Escalations are rare - and when they happen, they’re handled quickly, transparently, and professionally.

• Internal teams feel supported and aligned around a clear customer plan.

The Ideal Candidate

You’re someone who takes pride in being organised, accountable, and customer-obsessed - with the commercial instincts to spot growth opportunities and the operational sharpness to keep delivery on track.

You will have:

• Excellent administration, organisation, and time management skills.

• Strong analytical ability with a practical, problem-solving mindset.

• High attention to detail - you don’t let things slip.

• Confident written and verbal communication skills, including customer-facing reporting.

• A proactive, self-starting style - comfortable working independently or as part of a team.

• The ability to learn quickly and become fluent in the security services and tech we deliver.

• Working knowledge of CyberOne systems (or the capability and drive to pick them up fast).

• Strong skills across Microsoft tools (PowerPoint, Power BI, Word, Excel).

• Customer-facing and administrative experience in a cyber / IT services environment.

• Broad understanding of cyber security and managed service delivery.