At a Glance
- Tasks: Manage the Member journey from sign-up to certification and maintain ongoing relationships.
- Company: Join a pioneering company transforming trust in the MSP industry.
- Benefits: Share options, 25 days holiday, direct access to founders, and real ownership of your role.
- Other info: Opportunity for career growth into broader Customer Success or operations roles.
- Why this job: Be a key player in raising industry standards and helping businesses thrive.
- Qualifications: Comfortable with technology, organised, and able to build rapport quickly.
The predicted salary is between 37800 - 46200 £ per year.
Hybrid, minimum 2 days/week at our Liverpool St office, London
When an MSP signs with Assurix, they're buying into a standard, not a piece of software.
Getting them from signed to certified takes structure, pace, and someone who actually owns the process.
That's this job.
You'll run the Member journey end to end.
You'll be the person Members speak to week in, week out.
If the process feels slow, if Members are chasing us for updates, or if something important slips between calls, that's what you're here to stop.
ABOUT ASSURIX
Assurix exists because trust in the MSP industry is broken.
SMBs rely on Managed Service Providers for security, resilience and continuity, but there's no reliable way to tell the good ones from the weak ones.
Policies, promises and point-in-time certificates hide risk rather than expose it.
We're fixing that.
Assurix provides continuous, evidence-based assurance that an MSP is actually operating securely and responsibly.
It protects SMBs, raises the bar across the industry, and lines up with where UK cyber regulation is heading.
This is early, but it's working. 87 MSPs have already signed up to the standard. We have partnerships with major cyber insurers, and the regulation is moving in our direction.
Our mission is simple: raise the bar across the MSP industry, help good providers win, make it easier for SMBs to find partners they can trust, and build a more resilient cyber supply chain.
If we get this right, fewer businesses fail because of invisible operational and cyber risk.
WHAT YOU'LL DO
- Run a structured Member journey from signed through to certified, then keep the relationship on track long after that
- Make sure Members always know what they need to do, when to do it, and where they stand
- Hold Members to timelines, firmly, without escalation
- Handle inbound support tickets tied to the Member journey: resolve what you can, route the rest quickly
- Work closely with our assessor (verifies controls) and the ops team (keeps things running behind the scenes)
- Spot stalls early and reset momentum before they become problems
- Build real rapport so Members trust you, stay engaged, and recommend us to others
This is a 12 person company.
The role is defined, but the boundaries aren't rigid.
As you earn trust, you'll get pulled into adjacent work: events, partner coordination, content, ops.
We don't expect you to wait to be told.
WHAT WE'RE LOOKING FOR
This role involves cyber security and IT.
You'll be talking to MSPs about their security controls, so you need to be genuinely comfortable in that world.
You don't need to be an engineer, but if technology isn't your thing, this isn't the role for you.
- Organised and methodical. You close loops without being asked
- Clear and calm in writing and on calls
- Able to build rapport quickly and genuinely
- Comfortable running a process and holding others to timelines
- Genuinely curious about how businesses operate
- Comfortable with technology. You can get your head around what an MSP does and why its controls matter, and stay credible with technical people
- Happy to own outcomes end to end, with support rather than hand-holding
Nice-to-haves: hands-on exposure to MSPs, cyber security or B2B Saa S, and comfort with tools like Hub Spot or Notion. Helpful, not essential.
- WHAT YOU GET
- Share options. You'd be our first Customer Success hire, so this is real equity, not a token
- Direct access to founders who've built and sold an MSP before. No layers, no politics
- Real ownership. You run the Member journey end to end and take our early playbook from rough to repeatable
- 25 days holiday plus bank holidays, and your birthday off
- Pension
- WHERE THIS CAN GO
Today one person runs both the assessment work and the Member relationship.
This role splits Customer Success out so someone can own it properly.
You'd be the first dedicated hire in it, so you'll take the playbook we've started and make it yours.
Natural next steps include leading a broader Customer Success function as we scale, or moving into operations or commercial roles.
We won't promise titles.
Do the job well and the scope is there.
#J-18808-Ljbffr
Customer Success Manager in London employer: Assurix
Assurix is an exceptional employer that prioritises employee growth and development within a dynamic, security-focused environment. With a hybrid role based in London, team members enjoy a collaborative work culture that fosters innovation and encourages ownership of outcomes, ensuring that every individual can make a meaningful impact on the Member journey. The company offers comprehensive support and resources, making it an ideal place for professionals looking to thrive in the Customer Success field.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Assurix. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Assurix before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Assurix:Your cover letter is your chance to shine! Tell us why you want to work at Assurix specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Assurix!
How to prepare for a job interview at Assurix
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
