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We've amassed some of the best and brightest minds in cyber security who are passionate about protecting the digital world. Our team blends advanced technology alongside deep expertise to tackle the toughest cyber threats out there. Put simply, our mission is to stay ahead of the curve and create a safer digital landscape for our partners, and we think adding a Customer Success Specialist will up our cyber game.

We are seeking a proactive and dynamic Customer Success Specialist to ensure our clients achieve maximum value from our solutions while driving their long-term success. This role combines customer relationship management with hands-on project management responsibilities, ensuring the seamless execution of initiatives that enhance customer satisfaction and retention.

What you'll be doing.

• Build and maintain strong, long-lasting relationships with assigned customers.
• Serve as the main point of contact, addressing customer needs and resolving issues promptly.
• Conduct regular check-ins and Service Reviews to strengthen customer relationships, drive continuous improvement and demonstrate ROI and value to reduce churn and foster retention.
• Identify opportunities for upselling or cross-selling additional services.
• Monitor customer health metrics, proactively identifying risks and opportunities to improve satisfaction and retention.
• Drive product adoption and deliver value-focused recommendations based on customer needs and goals.
• Lead customer-centric projects, including special initiatives, ensuring deliverables are completed on time and within scope.
  
  

• Act as a voice of the customer within the organization, providing feedback to inform product and service improvements.
• Analyse customer success metrics (e.g., retention rates,) and contribute to strategies to improve these KPIs.
• Support the Customer Success team in scaling processes and improving workflows
  
  

• Bachelor's degree in business, management, or 2+ years of experience in Customer Success, Account Management, or a similar customer-facing role.
• Proven experience in project management, including the ability to manage timelines, resources, and multiple priorities.
• Strong communication and interpersonal skills, with the ability to build relationships and influence stakeholders.
• Proficiency in project management tools (e.g., Asana, Trello, or similar) and CRM systems (e.g., Salesforce, HubSpot).
• Familiarity with Information Technology solutions e.g., SaaS, Microsoft.
• An interest in Cyber Security.
• Exceptional communication, organizational and time management skills
• Analytical mindset with problem-solving abilities.
• Customer-centric attitude with a focus on delivering value.
• Ability to work independently and collaboratively in a fast-paced environment.
  
  

• Competitive salary and benefits package, including Bupa Health Insurance
• Remote / Flexible working
• Collaborative and supportive team environment
  
  

• Vision - We embrace a forward-thinking mindset. Our team has a clear and inspiring picture of the future that helps drive our decisions towards creating and delivering world-class security services.
• Velocity - We have a bias for action. We move swiftly and with purpose toward our goals and objectives and can easily adapt (and adjust) along the way.
• Vigilance – We foster a culture of proactive awareness for our company and our customers, who trust us to be an extension of their team. We are always looking for areas where we can innovate, improve, fix, transform and revolutionize, which ensures the protection, safety and success of everyone at SilverSky.