Job Summary

The Customer Success Lead is accountable for the day-to-day leadership and performance of the Scaled Support Centre, bringing together Technical Success Management, Cybersecurity Infrastructure Engineering, Customer Support, and Renewals into one joined-up customer experience. You will lead a multidisciplinary team of 18 individual contributors and create the operating rhythm, coaching, prioritisation, and cross-functional alignment needed to deliver consistent customer outcomes at scale.

This role sits at the intersection of customer value, technical service delivery, retention, and commercial execution. You will ensure customers move smoothly from deployment to adoption and ongoing support, that risks are identified and owned early, and that renewal activity is informed by a clear view of customer health and value.

Key Responsibilities

People Leadership & Team Performance

- Lead, coach, and develop 18 individual contributors across TSM, CIE, Support, and Renewals, creating clear expectations, accountability, and an inclusive, high-performing team culture.
- Establish effective team rhythms including capacity planning, workload allocation, case and portfolio reviews, one-to-ones, performance conversations, and development planning.
- Build capability across the centre through structured onboarding, role-based learning, mentoring, quality reviews, knowledge sharing, and clear career pathways.
- Create strong collaboration across disciplines so that customers experience one team rather than separate functional hand-offs.

Customer Outcomes Service Delivery

- Own the overall quality and consistency of the customer experience delivered by the SSC, from deployment and technical adoption through support, risk mitigation, and renewal.
- Ensure customers are guided towards meaningful product adoption, measurable value, healthy deployments, and effective use of the platform in their day-to-day security operations.
- Oversee prioritisation and escalation of complex, high-risk, or high-impact customer situations, ensuring clear ownership, timely communication, and coordinated resolution.
- Reduce friction at key transition points,



particularly from deployment to active use, between technical support and success teams, and into renewal readiness.
- Champion the voice of the customer by ensuring recurring risks, product feedback, and service improvement opportunities are visible and acted upon.

Operational Management & Continuous Improvement

- Define and maintain clear operating standards, service expectations, ownership models, escalation paths, and hand-offs across all four SSC disciplines.
- Use customer health, product usage, engagement, support, deployment, and renewal data to understand performance, identify emerging risks, and focus team effort where it has the greatest impact.
- Monitor service performance against agreed objectives and service levels, identifying trends and taking action to improve quality, responsiveness, productivity, and customer outcomes.
- Drive scalable ways of working, including standard playbooks, digital engagement, automation, self-service, and knowledge management, while preserving appropriate support for higher-risk customers.
- Balance customer demand, team capacity, commercial priorities, and operational risk to make clear and timely resource decisions.

Retention, Renewals Commercial Partnership

- Create strong renewal readiness across the SSC portfolio by ensuring customer outcomes, technical health, risks, actions, and value evidence are visible well ahead of renewal.
- Guide the Renewals team in delivering timely, well-managed renewal activity, including risk management, stakeholder alignment, commercial preparation, and identification of expansion opportunities.
- Partner with Sales and account teams on retention strategy, customer risk, account planning, and appropriate upsell or cross-sell opportunities.




- Ensure commercial decisions are grounded in a balanced view of customer value, relationship health, technical reality, and company goals.

Cross-Functional Leadership

- Partner closely with Sales, Customer Success, Professional Services, Product, Engineering, Operations, Finance, and Legal to resolve issues and improve the end-to-end customer journey.
- Provide a explicit, evidence-based view of SSC performance, customer health, operational risk, and improvement priorities to senior stakeholders.
- Act as a senior escalation point for customers and internal teams, maintaining calm, clear communication and driving decisions to resolution.
- Contribute to the ongoing design and evolution of the SSC operating model, ensuring it remains scalable, customer-centred, and aligned to business priorities.

What Success Looks Like

One Customer Experience

Customers receive coordinated support across deployment, adoption, issue resolution, and renewal, with fewer dropped hand-offs or unclear owners.

Early Risk Management

Technical, adoption, service, and commercial risks are surfaced early, assigned clearly, and actively mitigated.

Strong Team Performance

The SSC has clear priorities, balanced workloads, consistent quality, strong coaching, and visible development opportunities.

Scalable Delivery

Standard playbooks, data, automation, and knowledge are used to improve consistency and capacity without losing customer focus.

About You

- You have significant experience leading customer-facing teams in Customer Success, Technical Account Management, Support, Professional Services, Renewals, or a comparable service environment.
- You have managed multidisciplinary teams and can align technical, customer, operational, and commercial roles around shared outcomes.
- You are a confident people leader with a strong record of coaching, setting expectations, managing performance, and building capability.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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