Customer Success Associate

Job Title: Customer Success Associate
Location: Canary Wharf, Hybrid (3 days office / 2 days home)
Salary: £45,000 to £50,000

We are building a scalable regional Customer Success function and this is the first hire. You will take charge of day to day relationships across a portfolio of UK and European accounts, driving renewals and making sure clients see measurable value from our services. You will work closely with internal teams, adapt quickly as the business grows, and help shape how Customer Success is delivered in a new department.

• Act as the main point of contact for assigned accounts, building success plans around client goals

• Contribute to QBRs with clear insight on risk posture, KPIs, and improvement areas

• Build and deliver renewal strategies, flag risks early, and secure timely renewals

• Identify and develop upsell and cross sell opportunities

• Use playbooks to drive adoption, engagement, and mitigate risk

• Prepare clear executive level updates and input into QBR packs

• Consistently deliver service value to clients

• 1 to 3 years of experience in Customer Success or Account Management in tech, SaaS, or managed services

• Strong communicator, confident with executive and technical stakeholders

• Experience managing renewals and creating structured success plans

• Awareness of cybersecurity tools and services such as SIEM, EDR, and MSS