Customer Success Manager

CyberOne is a trading name of Comtact Ltd.; City of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading cyber defense firm in London is seeking a Customer Success Manager to support customer relationships and enhance service delivery. The ideal candidate is organised, customer-oriented, and has strong analytical skills. Responsibilities include managing renewals, leading structured service reviews, and ensuring high standards of service delivery. This role offers a hybrid work model and opportunities for career growth.

Benefits

Flexible working hours

Birthday off

Bi-annual performance awards

Structured training

Qualifications

• Organised and accountable with a strong customer focus.
• Experience in cyber/IT services environment.
• Ability to learn quickly about security services and technology.

Responsibilities

• Support the Head of Customer Success in managing the team and service deliveries.
• Build relationships with customers and lead service reviews.
• Manage service delivery against contracted SLAs and schedules.

Skills

Excellent administration skills

Strong analytical ability

High attention to detail

Confident communication skills

Proactive and self-starter

Tools

Microsoft PowerPoint

Microsoft Power BI

Microsoft Word

Microsoft Excel

Job description

Customer Success Manager

CyberOne – London (Hybrid – 1 day in the office per week)

Full‑time

About the Role

Customer Success isn’t a support function – it’s frontline cyber defence. In this role you’ll act as the primary partner for customers, driving renewals, growth opportunities and end‑to‑end service delivery.

What You’ll Be Doing

• 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 CyberOne services and technology.

Trusted Advisor & Relationship Builder

• 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.

Service Delivery Leadership

• 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.

Operational Excellence & Continuous Improvement

• Produce monthly, quarterly and annual service reports and deliver them via our customer portal.
• Identify where processes can be improved for speed, quality and effectiveness – 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 Monday.com system and collaborate across other operating platforms as needed.
• Generate Statements of Work, managed service schedules, welcome packs and coordinate contract delivery with Operations.

What “Great” Looks Like In This Role

• Customers renew confidently and view CyberOne 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.

The Ideal Candidate

You’re organised, accountable and customer‑obsessed with commercial instincts to spot growth opportunities and operational sharpness to keep delivery on track.

• Excellent administration, organisation and time‑management skills.
• Strong analytical ability with a practical, problem‑solving mindset.
• High attention to detail – you don’t let things slip.
• Confident written and verbal communication skills, including customer‑facing reporting.
• A proactive, self‑starting style – comfortable working independently or as part of a team.
• The ability to learn quickly and become fluent in the security services and tech we deliver.
• Working knowledge of CyberOne systems (or the capability and drive to pick them up fast).
• Strong skills across Microsoft tools (PowerPoint, Power BI, Word, Excel).
• Customer‑facing and administrative experience in a cyber/IT services environment.
• Broad understanding of cyber security and managed service delivery.

Why CyberOne

CyberOne is an elite cyber defence team – CREST SOC certified, NCSC‑assured incident responders and Microsoft‑first across everything we do.

• Treats customer defence like a real‑world responsibility, not a checkbox.
• Moves fast, communicates clearly and takes ownership.
• Invests in people who want to grow their capabilities.

Benefits

• Flexible working hours & remote‑first culture.
• Birthday off, long‑service awards.
• Bi‑annual performance awards and team off‑sites.
• Structured training, technical exposure and career pathing.

Equal Opportunity Employer

CyberOne is an Equal Opportunity Employer and welcomes applications from all qualified individuals regardless of race, colour, religion or creed, gender, pregnancy, national origin, disability or any other protected characteristic.