At a Glance
- Tasks: Own the customer journey and enhance customer success processes.
- Company: Fast-growing, GCHQ-backed Cyber Security startup with a dynamic culture.
- Benefits: Opportunity for leadership growth and direct impact on business success.
- Other info: Hybrid role with excellent career advancement opportunities.
- Why this job: Shape the future of customer success in a thriving tech environment.
- Qualifications: Experience in customer success and strong relationship-building skills.
The predicted salary is between 60000 - 80000 £ per year.
Head of Customer Success for a Cybersecurity Startup
Robo Shadow is a fast-growing, GCHQ-backed Cyber Security company helping businesses and MSPs identify and remediate security vulnerabilities.
We have hit product/market fit and are now scaling up our operations.
We are looking for an ambitious Customer Success professional to take ownership of our customer journey and help build the function as we scale.
This could suit an existing Head of Customer Success, but it would also be an excellent first Head of role for an experienced Customer Success Manager who is ready for more ownership, leadership and commercial responsibility.
For the right person, the role could develop further into wider commercial leadership as the company scales.
About the Role
You will own the customer journey from onboarding and adoption through to retention, renewals and growth.
This is a hands-on role.
You will work directly with customers, deliver demos, support strategic accounts and help solve problems, while also improving our customer success processes and developing the wider team.
You will work closely with Sales, Product, Support and Engineering, giving you broad exposure to how a growing Cyber Security start-up operates.
- What You’ll Be Doing
- Take ownership of onboarding, adoption, retention and renewals.
- Build strong relationships with MSP partners and direct customers.
- Deliver customer calls, onboarding sessions and product demonstrations.
- Identify at‑risk customers and create plans to improve engagement.
- Support renewals, account growth and appropriate upsell opportunities.
- Develop customer journeys, playbooks and training materials.
- Monitor customer health, adoption, satisfaction and churn.
- Represent customer feedback internally and influence product improvements.
- Improve Customer Success reporting, systems and automation.
- Build customer advocacy through testimonials, referrals and case studies.
- What We’re Looking For
We are looking for someone who is
- Ready to take on ownership and help shape a growing function.
- Confident building relationships with customers and senior stakeholders.
- Commercially aware and able to identify both risks and growth opportunities.
- Comfortable delivering product demos and leading Teams calls.
- Able to explain technical products clearly and confidently.
- Organised, proactive and comfortable managing different priorities.
- Interested in Cyber Security, Saa S and the start‑up world.
- Comfortable using data, AI and automation tools.
- Ambitious and keen to grow into senior commercial leadership.
You do not need to have previously held a Head of title. We are more interested in your ability, attitude, customer experience and readiness to step up.
Experience within Cyber Security, IT, managed services or the MSP channel would be helpful, but it is not essential.
Working Arrangements
This is a potential hybrid role based around our Shenfield office. Regular office attendance will be required to work closely with the leadership team and wider business.
Shenfield is at the end of the Elizabeth Line, with direct connections to London Liverpool Street.
Why Join Robo Shadow?
You will have the opportunity to take ownership of an important function, work directly with senior leadership and make a visible impact on how the business grows.
How to Apply
- Please send your application or any questions you have to liz@roboshadow. com
- #J-18808-Ljbffr
Head of Customer Success in Brentwood employer: RoboShadow
RoboShadow is an exceptional employer that thrives on innovation and collaboration, making it an ideal place for professionals eager to make a significant impact in the tech industry. With a dynamic work culture that encourages creativity and growth, employees benefit from ample opportunities for professional development and the chance to shape the future of AI and Cyber Security. Located in a vibrant startup environment, RoboShadow offers unique advantages such as flexible working arrangements and a strong emphasis on team success, ensuring that every employee feels valued and empowered.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success in Brentwood
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RoboShadow. 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 RoboShadow 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 Head of Customer Success in Brentwood
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 RoboShadow:Your cover letter is your chance to shine! Tell us why you want to work at RoboShadow 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 RoboShadow!
How to prepare for a job interview at RoboShadow
✨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.
