Customer Success Manager in Sunderland

About Us

OneClickComply is changing how businesses think about cybersecurity compliance. We've built a platform that automates the hard parts — technical control implementation, policy generation, continuous monitoring, and real-time audit evidence — so that achieving certifications like ISO 27001, SOC 2, Cyber Essentials, and CIS v8 takes weeks instead of months. We work with a growing network of audit and enablement partners and serve clients across every industry who need to prove they take security seriously.

We're a small, fast-moving team where your ideas don't get lost in layers of hierarchy. If you've ever been frustrated by how unnecessarily painful compliance can be, you'll understand exactly why we exist.

The Opportunity

This role puts you right at the heart of the client experience. You'll own the post-sale relationship across every channel — live chat, phone, video calls, and email — making sure every customer gets real, measurable value from our platform and feels genuinely supported from their very first onboarding call through to renewal and beyond.

You'll be the person our clients turn to when they need help navigating the platform, understanding where they are on their compliance journey, or figuring out what comes next. When they need deeper technical guidance, you'll bring in our Security Compliance Specialists. When they're ready for penetration testing or a formal audit, you'll make the introductions to the right enablement partners. You're the thread that ties the whole experience together.

This isn't a passive support role. You'll have genuine influence over how we onboard, engage, and grow our client base — and over the direction of the customer success function as we scale. There's also a real financial incentive to grow accounts: with a base salary of £32,500 plus uncapped commission on upsells, your OTE will be in the region of £60,000.

What You'll Be Doing

• Owning the client relationship across every touchpoint. You'll manage a portfolio of B2B accounts, providing responsive, high-quality support via live chat, telephone, email, and scheduled video calls.
• Running onboarding that sets clients up for success. You'll lead onboarding calls and implementation sessions for every new client, walking them through platform configuration, control setup, dashboards, and integrations.
• Working hand in hand with our Security Compliance Specialists. You'll be the first point of contact for clients, triaging their needs and bringing in our Compliance Advisory team when deeper technical or framework-specific expertise is required.
• Connecting clients with the right enablement partners. When clients are ready for penetration testing, vulnerability assessments, formal audits, or other specialist services, you'll make warm introductions to our network of trusted enablement partners.
• Delivering webinars and group enablement. You'll plan and host regular webinars covering platform features, compliance best practices, framework updates, and tips for getting the most from OneClickComply.
• Conducting regular check-ins and business reviews. You'll run quarterly business reviews with key accounts, track adoption metrics and health scores, and make sure every client has a clear path to their compliance goals.
• Driving upsell and expansion revenue. You'll identify opportunities to expand accounts — whether that's additional frameworks, more seats, or premium services.
• Being the voice of the customer internally. You'll work closely with product, engineering, and sales to relay what clients are asking for, where they're getting stuck, and what would make the biggest difference to their experience.
• Writing support articles and client-facing content. You'll build out our knowledge base by writing clear, practical support articles, how-to guides, and FAQs that help clients self-serve and get to value faster.

What We're Looking For

• At least 2 years of experience in a customer success, account management, or client-facing role within a B2B SaaS environment.
• Confident and personable on the phone and on camera.
• A strong writer who can take something complex and make it clear and practical.
• Comfortable having strategic conversations with senior stakeholders.
• Experience in cybersecurity, compliance, GRC, or RegTech is a strong plus but not essential.
• Data-minded and comfortable using CRM and CS tools to manage your book of business.

Compensation

£32,500 base salary plus uncapped commission on upsell and expansion revenue, with on-target earnings (OTE) in the region of £60,000.

Why Join Us

You'll be joining at a stage where you can genuinely shape how customer success works at OneClickComply. Your understanding of what clients need won't just improve retention — it will directly influence how the product evolves.

The Benefits

• Your health and wellbeing come first. You and your family get 24/7 access to GP appointments and prescriptions, unlimited counselling, virtual physiotherapy, and unlimited eye testing.
• Generous time off. 25 days paid annual leave plus 8 bank holidays (33 days total), 10 days company sick leave, and a paid day off on your birthday.
• Real financial perks. You'll be part of our stocks and share options pool (10% of the company).
• The day-to-day extras. Unlimited free tea, coffee, soft drinks, and alcoholic beverages in the office.