Customer Success Leader (Defence)

TL;DR

Customer Success Leader (Defence): Leading the mobilization, onboarding, and value realization for strategic UK Defence customers with an accent on scaling operations for a pre-Series A startup. Focus on building the CS team, optimizing delivery processes, and driving revenue growth within complex enterprise accounts.

Location: Must be based in or able to commute to the London office (Hybrid)

Salary: £150,000–£180,000 basic + bonus + options

Company

A high-growth Defence Tech startup preparing for Series A funding and future scaling.

What you will do

• Own pre-sales CS activities, initial delivery, and project scale-up for strategic enterprise customers.
• Plan and execute the build-out of the Customer Success team over the next 1-2 years.
• Establish operational processes for the CS team and its cross-functional interactions.
• Drive revenue growth within established strategic accounts.
• Manage account surveying and NPS scores to initiate continuous improvement.
• Implement innovative efficiency measures, including AI-driven documentation and knowledge base access.

Requirements

• Must be based in or able to commute to the London office.
• Over 5 years of customer success experience in software or services for enterprise accounts.
• Proven track record of implementing new processes in a high-performance environment.
• Experience working with Government (e.g., MoD) or complex commercial accounts.
• Hands-on leadership style with the ability to scale a team from SME to acquisition.
• Strong commercial awareness balancing customer outcomes with strategic growth.

Culture & Benefits

• Opportunity to join a pre-Series A startup on a journey toward acquisition.
• Competitive base salary with bonus and equity options.
• Hybrid working environment based in London.
• Strategic role with significant impact on company growth and operational maturity.