Customer Success Lead (Defence Tech)

TL;DR

Customer Success Lead (Defence Tech): Owning mobilisation, onboarding, and value realisation for UK Defence customers to support scaling towards Series A. Focus on building the CS team, implementing operational processes, and driving revenue growth within strategic enterprise accounts.

Location: Hybrid (London office)

Salary: £120k–£150k basic + bonus

Company

Defence Tech start-up focused on scaling operations and preparing for a Series A fundraise.

What you will do

• Manage pre-sales activity, initial delivery, and scale-up for strategic enterprise customers.
• Plan and execute the build-out of the Customer Success team over the next 1-2 years.
• Develop operational processes for the CS team and its interaction with the wider organization.
• Take personal responsibility for revenue growth within established strategic accounts.
• Own NPS scoring and initiate continuous improvement approaches for each account.
• Work with Government (MoD) and commercial accounts, exploring AI to improve documentation efficiency.

Requirements

• 5+ years of customer success experience in Software or Services for enterprise accounts.
• Proven track record of implementing new operational processes.
• Commercial awareness with the ability to balance customer outcomes and strategic growth.
• Hands-on execution style combined with leadership skills to build a high-performance team.
• Must be based in London for hybrid office attendance.

Culture & Benefits

• Opportunity to join a pre-Series A start-up and experience the journey from SME to acquisition.
• Hybrid working model combining remote and office presence.
• Competitive basic salary and bonus structure.