Head of Customer Success

Head of Customer Success – High-Growth Cyber / Data Protection SaaS

We are partnering with a rapidly growing, venture-backed SaaS company operating in the cyber security and data protection space to appoint their Head of Customer Success
.

This is a rare opportunity to build and lead a Customer Success function from the ground up within a disruptive and globally scaling technology business. The company already works with high-profile enterprise customers and is experiencing strong growth following significant investment.

If you are an experienced Customer Success leader who enjoys building teams, shaping strategy and working closely with enterprise customers to drive value, retention and expansion
, this role offers genuine impact and long-term career potential.

• Join a disruptive, fast-growing SaaS vendor operating in the cyber / data protection space
• Work in one of the fastest growing and most critical areas of technology
• Build and shape a Customer Success function from day one
• Lead and develop a team of 4 Customer Success Managers from the start
  , with scope to grow the team further
• Significant investment and scale-up momentum
  , making it a fantastic time to join
• Work with large enterprise customers across both private and public sector organisations
• Fully remote role with a collaborative, global team
• Genuine opportunity to influence strategy and build a best-in-class customer success organisation

As Head of Customer Success
, you will be responsible for building and leading the Customer Success organisation while defining the strategy for how the business engages with customers post-sale.

From day one you will inherit a team of Customer Success Managers and will be responsible for developing the structure, processes and strategy needed to support continued customer growth and retention.

This is a leadership role where you will operate both strategically and operationally
, helping scale the customer success function while ensuring enterprise customers receive exceptional value from the platform.

Key responsibilities will include

• Leading and developing a team of Customer Success Managers (4 direct reports initially)
• Building and scaling the Customer Success function, structure and operating model
• Owning customer retention, expansion and long-term customer value
• Working with enterprise customers on their cyber security, data protection and governance strategies
• Developing customer success frameworks, playbooks and processes
• Partnering closely with Sales, Product and Leadership teams
• Driving customer adoption, engagement and expansion across enterprise accounts
• Establishing customer health metrics, reporting and retention strategies

They are looking for a Customer Success leader who is comfortable operating in a high-growth SaaS environment and has experience working with complex enterprise customers.

• Proven experience in a Customer Success leadership role or senior CSM role within a SaaS vendor
• Experience managing or mentoring Customer Success Managers
• A strong track record of retaining and growing enterprise customer relationships
• Experience building or improving Customer Success processes, frameworks or teams
• Strong commercial awareness and stakeholder management skills
• Comfortable engaging with senior enterprise stakeholders

Experience with in cyber security, data protection or security technologies would be advantageous but is not essential
. Candidates from broader SaaS backgrounds are encouraged to apply.

This role offers the opportunity to play a foundational leadership role within a scaling technology company operating in one of the most important sectors in modern technology.

You will have the autonomy to shape the customer success strategy, build a high-performing team and influence the long-term success of the business
, while working with enterprise customers solving complex data protection challenges.

For ambitious Customer Success leaders looking for a role where they can build something meaningful and have real strategic impact
, this represents an outstanding opportunity.

• Bonus
• Fully remote working
• Opportunity to build and scale a global Customer Success function within a high-growth SaaS company.