CyberOne
Customer Success Executive
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Customer Success Executive
Location: Hybrid; 1 day per month reporting in London office
Employment Type: Full-time
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.
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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London