Customer Success Specialist

Think Cyber; Greater London; Remote; GBP 42,000 - 66,000; Full time

Job summary

Think Cyber is seeking a Customer Success Specialist to support our Redflags platform. This remote-first role focuses on ensuring customers achieve value, resolve product queries, and stay engaged with our security awareness product.

You'll collaborate with Content Operations and Service Desk, become the product expert, and report to the Customer Success Manager while maintaining strong relationships with clients across the London area.

Qualifications

• Customer-obsessed with strong relationships.
• Clear and friendly written communication.
• Detail-oriented with quality focus.
• Problem-solving with innovative mindset.
• Good time-management and proactive work style.

Responsibilities

• As the product expert, help customers use Redflags to fit their requirements.
• Serve as a dedicated point of contact, answering queries promptly.
• Assist with the implementation of Redflags with guidance from the Service Desk.
• Conduct regular check-in meetings with customers.
• Handle ad hoc customer inquiries and feedback.
• Collaborate with the Service Desk to resolve issues quickly.
• Capture product feedback for the Product team.
• Communicate news or new features to customers as needed.
• Manage workload using internal time-tracking tools.
• Maintain up-to-date records of customer accounts.

Skills

Customer-obsessed

Strong communication

Eye for detail

Problem solving

Time management

Written communication

Job description

This position is remote but only open to candidates that live within commutable distance to London

About Redflags:

Redflags is an award-winning cybersecurity software platform that utilises behavioural science to deliver real-time security awareness. Recognised across the industry which includes the Computing Security Excellence Awards 2026 and TechUK Cyber Innovator Award. We empower organisations to manage cyber risk by building secure habits.
As a high-growth, remote-first business, we foster an agile, autonomous, and close-knit working culture. We bring our geographically dispersed team together regularly to align, celebrate wins, and maintain a collaborative working environment.

The Role

We're looking for a Customer Success Specialist to support our growing Redflags & Redflags Studio customer base. This role will focus on making sure that our customers are getting top quality support with their experience of our Redflags security awareness product.

This will include supporting them on getting the best out of the Redflags product, helping them to resolve any product queries and working with our Content Operations and Service Desk team to ensure your customers are happy and stay with us for a long time! You'll report into our Customer Success Manager.

Key Responsibilities

About the role:

• As a Redflags product expert, you'll support them in ascertaining the best way to use Redflags for their requirements.

• You'll be a dedicated point of contact for our customers, answering queries in a timely fashion.

• Supporting them in implementation of the Redflags software, led by our Service Desk team.

• Conducting regular check-in meetings with your customers.

• Supporting any ad hoc queries customers may have.

• Working with our Service Desk team to ensure any issues are resolved in a timely way

• Capturing any product feedback and passing along to the Product team.

• Communicating any relevant news or new Redflags features when required.

• Managing your own workload using our time management tooling.
• Updating our internal tracking documents around Customer Accounts.

About You:

• Customer-obsessed – we build lasting relationships with our customers and take pride in understanding their individual circumstances

• Strong communication skills

• Eye for detail and quality

• Good at solving problems in an innovative way

• Ability to write clearly and in a friendly way

• Able to manage your own time effectively and proactively

Bonus points if:

• You've had experience in customer success roles before

• You have some knowledge of cyber security

• You’ve got experience working with MSSPs or Channel partners

What We Offer:

• Competitive salary and benefits package.
• Remote-first working model with regular team meet-ups.
• Opportunity to shape and own a core growth function in a high-growth business.
• Collaborative, close-knit team culture focused on excellence.