Internal Communication and Cross-Functional Collaboration

• Ability to coordinate effectively with Support, Product, Engineering, Sales, and Leadership teams.
• Clear and structured escalation of urgent technical matters, ensuring the right stakeholders are involved at the right time.
• Strong written and verbal communication skills across internal systems (e.g. ticketing platforms, Slack, CRM).
• Ability to communicate concise, data-driven updates to leadership and executive teams with clarity and precision.

Problem Solving and Critical Thinking

• Strong analytical skills to identify root causes of technical churn and propose practical, customer-first solutions.
• Ability to balance short-term retention actions with long-term product and process improvements.
• Proactive in identifying trends in product-related issues, feeding insights back to the wider business, and contributing to preventative strategies.

Documentation and Process Management

• In-depth understanding of the technical churn mitigation process and ownership of associated workflows.
• Thorough documentation of customer issues, escalation paths, and recovery plans to inform future improvements.
• Clear and consistent record-keeping for lost retention cases, ensuring learnings are captured to prevent recurrence.
• Contribution to continuous improvement of the overall customer journey, particularly where technical friction points are identified.

Adaptability and Continuous Learning

• Ability to remain calm and solution-focused in high-pressure or technically complex situations.
• Demonstrated curiosity about our products and willingness to develop deep product expertise.
• Commitment to ongoing learning in cybersecurity trends, product development updates, and customer needs.
• Ability to provide informed, confident guidance to customers during calls and written exchanges, even when navigating evolving technical challenges.

Key Tasks / Responsibilities

Technical Recovery, Churn Mitigation & Retention

• Proactively identify churn risks linked to product bugs, technical limitations, implementation challenges, and low adoption using available data and health indicators.
• Take ownership of technically at-risk accounts, building structured recovery plans in collaboration with the wider Sales, Customer Success team, Support, Product, and Engineering.
• Rapidly respond to customer queries and concerns, ensuring complex technical matters are triaged and escalated to the appropriate specialist teams.
• Actively participate in designated churn channels, driving proactive outreach and coordinated retention efforts.
• Lead and host customer calls (via Google Meet, Microsoft Teams, or phone) focused on technical resolution and recovery for complex accounts, expectation management, and rebuilding customer confidence.
• Clearly document technical risk cases, root causes, actions taken, and outcomes to support long-term retention strategies, ensuring full ownership and accountability of technical success.

Data Analysis & Risk Identification

• Analyse recertification, adoption, support case trends, and product usage data to identify technical churn indicators and at-risk revenue.
• Profile recurring technical themes contributing to churn and present actionable insights to the wider business.
• Use data and reporting tools confidently to prioritise day-to-day activities and focus efforts on accounts requiring critical intervention.
• Support Customer Success Manager, CX Team Leader, and Partner & Distributor /Account Managers by surfacing risk signals and coordinating retention-focused engagements.

Cross-Functional Collaboration

• Work closely with Account Managers, Customer Success Managers, Product Managers, Engineers, and Support teams to create seamless and effective customer recovery experiences. This includes developing deep relationships with Account Managers and distributors to drive managed account adoption and retention.
• Escalate technical patterns and recurring product challenges to Product and Engineering, advocating for customer-led improvements.
• Contribute to continuous process refinement by analysing existing workflows and identifying opportunities to streamline technical churn management.
• Engage actively in company-wide sessions, sharing insights on technical churn drivers and contributing to collective learning and growth.

Operational & Administrative Excellence

• Maintain a strong understanding of the support case management system to identify, triage, and coordinate cases relevant to retention and technical risk.
• Manage lifecycle queues effectively, ensuring cases are assigned to the correct team or individual without delay.
• Coordinate bookings, follow-ups, and communications relating to cancellation and retention cases.
• Collaborate with Customer Support to ensure account records, issue logs, and customer profiles are accurately maintained.
• Prioritise administrative and coordination tasks in a way that directly supports retention outcomes and recertification goals.

Continuous Improvement & Strategic Contribution

• Provide meaningful input into Customer Success initiatives aimed at reducing technical churn and improving customer adoption.
• Identify inefficiencies in technical escalation or retention workflows and propose innovative improvements.
• Champion the voice of the customer internally, ensuring technical friction points are visible and addressed to strengthen long-term retention and product experience.

Benefits

• A competitive salary
• Flexible working hours and a remote-first working environment (in-person collaboration sessions will be required from time to time and will be fully expensed)
• 25 days of annual leave plus public holidays
• 1-day additional leave for every full year of employment to a maximum of 5 additional days
• Your birthday as a free holiday day
• Access to our Employee Equity Scheme
• Private health care upon successful completion of probation
• Annual learning and development grant of £2,500
• £500 Personal Growth grant to spend at your discretion
• Access to Spill, our mental health and wellbeing support network
• Regular team breakfasts and lunches, plus monthly fun team activities
• A vibrant and supportive team culture
• A beautiful workspace in Shoreditch, designed with natural light, lush plants, and complimentary high-quality tea and coffee
• The necessary technology, including a MacBook and additional equipment, to create an optimal home working environment and enable you to excel in your role, including a £250 yearly office equipment/maintenance grant