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

• 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.

• 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.

• 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.

• 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 customer performance improvement plans and action tracking.

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

• 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.

• 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.

• This role requires someone who can operate autonomously while ensuring customers experience a seamless, collaborative ‘one team’ approach across the wider team/organisation.

• CyberOne Ranked #79 Globally in MSSP Alert’s 2025 Top 250 MSSPs

• Work with experienced cybersecurity professionals on meaningful, high-impact engagements

• Exposure to a wide range of industries, challenges, and modern Microsoft security solutions

• A collaborative environment that values expertise, autonomy, and continuous learning

• Competitive compensation, strong benefits, and a clear path for career progression