Customer Success Specialist
We’re hiring: Post‐Sales Customer Success (Mobilisation) Lead | Glasgow (Hybrid)
Bring complex cyber services to life — smoothly, securely, and with real customer impact.
This role is critical to Sapphire’s growth: you’ll lead post‐sales mobilisation from late‐stage handover through to steady‐state delivery , ensuring customers get high‐quality outcomes, on time, and aligned to their needs .
Location: Glasgow — 3 days per week in our Glasgow office (hybrid)
✈️ Travel: UK-wide (as needed)
️ Security: Ability to gain UK security clearance (transferable clearance a plus)
What you’ll do (the fun, impactful bits)
✅ Own mobilisation end‐to‐end across multiple service lines (e.g., SOC + consulting/advisory), driving scope, dependencies, critical path and “go‐live” readiness.
Orchestrate delivery across teams (SOC, VM, awareness, consulting/pro services, TAMs, DFIR partners, ops and customer stakeholders) so the whole solution lands seamlessly.
Set governance & ways of working : steerco/ops reviews, risk management, clear RACI, crisp escalation routes and decision logs — from mobilisation into BAU.
️ Lead customer comms with confidence : senior stakeholder updates, progress reviews, risk/issue forums, and go‐live checkpoints.
Drive technical readiness : coordinate pre‐live activities (e.g., threat modelling, integration validation, tabletop exercises), baseline runbooks and ensure a clean handover to TAMs/Operations.
Track what matters : define entry/exit gates, monitor mobilisation KPIs/SLAs, and report status/risks/benefit realisation.
What we’re looking for
Proven delivery leadership in post‐sales mobilisation across multi‐service cyber security programmes (SOC + consulting/advisory).
Comfortable translating technical detail for both executive and hands‐on audiences.
️ Working knowledge of SIEM/XDR, cloud & endpoint, identity, firewalls, vulnerability management (bonus for Microsoft Security and Exabeam ).
Strong stakeholder management + ability to run governance, define RACI, and align cross‐functional teams (TAM, SOC, DFIR).
️ Confident managing multiple parallel onboarding workstreams and aligning to customer change/incident processes.
Full driving licence + UK travel.
How success looks
⏱️ On‐time, within‐scope go‐lives across service lines (clear acceptance gates, readiness met).
Great customer experience early-life : strong stakeholder feedback, smooth handover to TAMs/BAU.
Operational readiness : agreed RACI, tested runbooks/escalations, validated integrations, early KPI/SLA performance trending green.
A note on inclusion (really important to us)
We’re proud to be an Equal Opportunities Employer and we welcome applications from everyone — what matters most is your ability to do the role .
✨ If you’re excited by this role but don’t tick every box, please apply anyway — we know great people don’t always match a checklist.
Interested?
Drop us a message or apply via LinkedIn with a CV (with a short note explaining what you’ve mobilised and why you loved it).
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