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Customer Success Leader | Defence | Software start-up
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Role
Software start-up seeking to appoint a Customer Success Leader to own the mobilisation, onboarding, and first-year value realisation across UK Defence customers as they build towards a future Series A fundraise and future scaling.
Work with customers and own the CS-relevant pre-sales activity (e.g. supporting PoCs), initial delivery and subsequent scale-up of projects with strategic (and often highly complex) enterprise customers
- Plan and execute an appropriate build-out of the CS team over the next 1-2 years (and beyond)
- Build the appropriate processes for the CS team and its interaction with wider functions to ensure efficient and effective operations
- Be personally responsible for elements of revenue growth within established strategic accounts
- Own the surveying and subsequent NPS scores for each account, and initiate continuous improvement approaches as required
- Work across both Government (e.g. MoD) and commercial accounts
- Explore innovative new ways to improve efficiency of CS (such as the use of AI in accelerating documentation and customer facing knowledge bases access)
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Profile
- Excited to work in a pre-Series A start-up and go on the journey from SME > Acquisition
- Must be hands-on, someone who executes and makes it happen, whilst at the same time having the leadership skills to bring on a high-performance team
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5 years customer success experience in Software or Services in enterprise accounts (ideally including MoD)
- Proven track-record of implementing new processes
- Commercial awareness with the ability to balance customer outcomes alongside strategic growth objectives
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Package
c. £150k-180k basic + bonus + equity
Location
London office, hybrid working.
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