Customer Success Manager

Customer Success Manager

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“I am hugely excited about my future and the future of Cyber One. I have enjoyed my time here immensely and have learnt a huge amount in a short space of time, year-for-year I've learnt more here than I have at Microsoft and PwC.”

Cyber One is a pure-play Microsoft security partner dedicated to helping enterprises realise the full value of the Microsoft Security portfolio—across Defender XDR, Sentinel, Entra, Purview, Intune, Copilot for Security and more. We combine deep technical expertise with outcome-driven services that accelerate secure cloud adoption, modernise threat protection and simplify compliance.

Job Title: Customer Success Manager

Location: London (Hybrid) 1 day in the office in London per week

Employment Type: Full-time

At Cyber One, Customer Success isn’t a support function — it’s frontline cyber defence. This role is pivotal to ensuring our customers stay protected, get maximum value from our services and see us as their trusted cyber partner for the long run.

You’ll be the person customers rely on to keep their managed security services running smoothly, evolving over time and delivering real‑world outcomes. You’ll own renewals, identify growth opportunities (upsell/cross‑sell) and lead service delivery management across your accounts.

This is a varied, high‑impact role that sits right at the intersection of Operations, Service Delivery and Sales — ideal for someone who thrives on ownership, customer relationships and making things happen.

• Support the Head of Customer Success in running a world‑class customer success function.
• Take accountability for renewals, re‑contracting and solution evolution to minimise churn and maximise customer lifetime value.
• Maintain a clear, accurate forecast of your pipeline — renewals, expansions and opportunities in flight.
• Meet customers regularly to understand their challenges and map them to the right Cyber One services and technology.

• Build deep, trusted relationships with customers at every level — from IT teams to senior stakeholders.
• Become the go‑to person for everything service‑delivery related.
• Lead structured monthly/quarterly service reviews, ensuring actions are agreed, owned and delivered on time.
• Support account development planning with commercial awareness and sharp customer insight.

• Manage delivery against contracted SLAs and service schedules, ensuring we meet obligations and exceed expectations.
• Direct and oversee order processing, fulfilment and customer requests end‑to‑end.
• Handle escalations calmly and professionally, including producing Root Cause Analysis reports that strengthen customer confidence.
• Keep internal teams aligned and informed so we move as one team around the customer.

• Produce monthly, quarterly and annual service reports and deliver them via our customer portal.
• Identify where processes can be improved for speed, quality and efficiency — then help implement those changes.
• Assist with internal statistics and reporting to support decision‑making across the business.
• Support resourcing for projects and pre‑sales work.
• Own and maintain the  system and collaborate across other operating platforms as needed.
• Generate Statements of Work, managed service schedules, welcome packs and coordinate contract delivery with Operations.

• Customers renew confidently and view Cyber One as vital to their cyber resilience.
• Pipeline is visible, dependable and growing — with new value being created, not just maintained.
• Service reviews are proactive, structured and lead to action.
• Escalations are rare — and when they happen, they’re handled quickly, transparently and professionally.
• Internal teams feel supported and aligned around a clear customer plan.

You’re someone who takes pride in being organised, accountable and customer‑obsessed with the commercial instincts to spot growth opportunities and the operational sharpness to…