Customer Success Lead - Defence Tech start-up
Defence Tech start-up seeking to appoint a Customer Success Lead to own the mobilisation, onboarding, and first-year value realisation across UK Defence customers as they build towards a future Series A fundraise and future scaling.
Role
- Work with customers and own the CS-relevant pre-sales activity (eg supporting PoCs), initial delivery and subsequent scale-up of projects with strategic (and often highly complex) enterprise customers
- Plan and execute an appropriate build-out of the CS team over the next 1-2 years (and beyond)
- Build the appropriate processes for the CS team and its interaction with wider functions to ensure efficient and effective operations
- Be personally responsible for elements of revenue growth within established strategic accounts
- Own the surveying and subsequent NPS scores for each account, and initiate continuous improvement approaches as required
- Work across both Government (eg MoD) and commercial accounts
- Explore innovative new ways to improve efficiency of CS (such as the use of AI in accelerating documentation and customer facing knowledge bases access)
Profile
- Excited to work in a pre-Series A start-up and go on the journey from SME > Acquisition
- Must be hands-on, someone who executes and makes it happen, whilst at the same time having the leadership skills to bring on a high-performance team
- > 5 years customer success experience in Software or Services in enterprise accounts (ideally including MoD)
- Proven track-record of implementing new processes
- Commercial awareness with the ability to balance customer outcomes alongside strategic growth objectives
Package
- £120k-150k basic + bonus
Location
- London office, hybrid working.