usecure
Customer Success Representative
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Location: Remote Reports to: Chief Sales Officer (CSO)
About usecure
At usecure, we're transforming how organisations manage human cyber risk. Our fast-growing SaaS platform helps businesses automate security awareness training, run real-world phishing simulations, and simplify compliance, ultimately building a stronger security culture for customers around the world.
The Opportunity
We’re looking for a solutions-oriented Customer Success Representative. You’ll be a critical link between our Commercial department and clients, ensuring customers successfully deploy, adopt, and gain value from the usecure platform.
As the first point of contact for Administrators needing support via our live-chat, you’ll also ensure issues are resolved efficiently and that customers feel confident and empowered using our platform.
You’ll play an important role in improving internal processes, enhancing our documentation, supporting revenue operations, and feeding valuable insights back into the product and commercial teams. If you enjoy solving problems and improving systems (not just following them) this is a great opportunity to grow within the Customer Success (CS) function of a fast-scaling SaaS business.
What You’ll Do
New Customer Onboarding
- Run onboarding calls for new customers to ensure frictionless deployment.
- Support onboarding workflows by ensuring customers have the resources and guidance needed for early success.
- Ensure seamless communication between CS and the Account Management team.
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Existing Customer Utilisation
- Assist the Sales team with support and utilisation calls with existing customers.
- Help monitor customer health indicators and flag accounts that need proactive engagement.
- Assist the Sales team with recurring tasks such as usage reviews, reporting, and customer follow-ups.
Customer Support & Interaction
- Provide first-line support via our live chat, delivering timely, friendly, and solutions-focused responses.
- Triage incoming enquiries and ensure clear, well-documented escalation processes for more complex issues.
- Maintain high customer satisfaction by resolving issues efficiently and communicating updates clearly.
Documentation & Self-Serve Experience
- Help ensure our Help Centre is accurate, up-to-date, and easy to navigate.
- Contribute towards articles, FAQs, troubleshooting guides, and best-practice content.
- Identify common customer questions and proactively suggest documentation improvements.
Cross-Functional Support
- Identifying early churn risks through customer data and usage analysis.
- Supporting reactivation of lost opportunities.
- Supporting lead allocation workflows and communication handoffs.
- Share customer insights with Product, Sales, and Marketing to help influence roadmap decisions and messaging.
Continuous Improvement
- Proactively identify improvements to live chat processes, support SLAs, and documentation workflows.
- Work with the leadership team to build new processes, refine existing ones, and contribute to overall CS excellence.
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What You’ll Bring
Must-haves
- Experience in Customer Success at a SaaS Company.
- Experience working with live chat-based support platforms (e.g. Intercom, Zendesk, Crisp).
- Strong communication skills: clear, concise, and personable.
- A proactive, problem-solving mindset. You don’t just answer questions: you understand the intent behind the question, guide clients effortlessly, and improve the underlying process.
- Ability to troubleshoot customer issues logically and empathetically.
- Comfortable working across multiple systems (CRM, support platforms, analytics tools).
- Highly organised with strong attention to detail: you’re comfortable working with datasets and extracting actionable insights.
Nice-to-haves
- Exposure to revenue operations, pipeline workflows, or churn analytics.
- Experience creating help centre or knowledge base content.
Why usecure?
- Make an impact: You’ll play a key role in shaping the customer experience at a growing SaaS company.
- Grow with us: You’ll learn from experienced leaders and have a clear path for progression as the team scales.
- Supportive culture: Collaborative, friendly, and mission-driven environment.
- Competitive package: Strong benefits, flexibility, and all the tools you need to thrive.
usecure is an equal opportunity employer. We’re committed to building an inclusive team that reflects the diversity of our customers and communities.
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