Head of Customer Success

TryHackMe; United Kingdom; Remote; GBP 70,000 - 90,000; Full time

Job summary

An innovative platform is seeking a Head of Customer Success to enhance customer engagement and retention. In this pivotal role, you'll develop strategies that not only improve onboarding but also empower clients to maximize their cybersecurity skills. Collaborating with various teams, you'll analyze customer data to drive improvements and advocate for user needs in product development. This fully remote position offers flexibility, a generous training budget, and an annual retreat, making it perfect for those passionate about customer success in a dynamic environment.

Benefits

Flexi Time

Personal Development Budget

Company Retreat

Health Insurance

401k / Pension

Dedicated Work Laptop

THM Swag Pack

Qualifications

• 5+ years in Customer Success, preferably in tech or cybersecurity.
• Proven leadership in managing high-performing teams.

Responsibilities

• Develop and implement a comprehensive customer success strategy.
• Lead a team to support diverse customers from small to enterprise.

Skills

Customer Success Management

Leadership

Data Analysis

Problem Solving

Strategic Thinking

Education

Bachelor's Degree

Certifications in Customer Success

Job description

Join to apply for the Head of Customer Success role at TryHackMe

Join to apply for the Head of Customer Success role at TryHackMe

TryHackMe is the fastest-growing online cyber security training platform. Our mission is to make learning and teaching cyber security easier by providing gamified security exercises and challenges. Having only been around for handful of years, we've grown to more than 4 million community members, serve over 900 organisations and our growth isn't slowing down!

We work with some of the biggest companies in the world, supporting their security teams as they learn and grow to defend their organisations from the latest threats. We’re looking for a Head of Customer Success to work with our existing customer success team to develop and drive our customer success strategy and ensure that our customers’ teams are constantly improving their cyber security skills to protect their organisations.

Responsibilities

• Develop and implement a comprehensive customer success strategy that enhances the onboarding, adoption and engagement processes.
• Collaborate with the Account Management team to drive renewals, identifying opportunities for upsell, cross-sell, and further education within the TryHackMe ecosystem.
• Lead a team of customer success professionals, ensuring they are well-equipped to support a diverse range of customers from smaller organisations to enterprise clients.
• Collaborate with product, marketing, sales, and support teams to provide feedback and insights to improve the user experience and customer journey.
• Analyse customer data to identify trends, risks, and opportunities for improvement, using insights to continuously refine the customer success strategy.
• Act as the voice of the customer, advocating for their needs within the company and ensuring they are heard in product development and business decisions.
• Oversee the development of customer training and enablement programs that drive customer education and success on the platform.
  
  

Requirements

• 5+ years of experience in Customer Success, preferably within the tech or cybersecurity space.
• Proven leadership experience, with a track record of scaling and managing high-performing teams in a customer success or related function.
• Experience in building and implementing customer success strategies that drive retention, adoption, and overall customer satisfaction.
• Analytical mindset with the ability to use data and insights to drive decision-making and process improvements.
• Ability to thrive in a fast-paced, high-growth environment, balancing strategic thinking with operational execution.
• Strong problem-solving abilities, with a proactive and solution-oriented approach to addressing customer challenges.
  
  

Benefits

100% Remote - In a fully digital world, work from anywhere you want!

Flexi Time - Choose your own hours as long as you have at least 4 hours of overlap with the UK timezone (from 8am - 6pm)

Personal Development - £2,500 training budget to acquire certifications, and more.

️ Company Retreat - an annual company retreat, fully paid for by us!

Health Insurance - if you're in a country that doesn't have public health care.

Tools - a dedicated work laptop + any accessories you need to do your best work.

401k / Pension - TryHackMe makes it easy to save money for your retirement.

THM Swag Pack - start your TryHackMe journey with a branded swag bundle

TryHackMe takes the pain out of learning and teaching cyber security. Our platform makes it a comfortable experience to learn by designing prebuilt courses that include virtual machines (VM) hosted in the cloud and ready to be deployed. This avoids the hassle of downloading and configuring VMs. Our platform is perfect for CTFs, Workshops, Assessments, or Training. We've come a long way since launching in 2018, with over four million users on the platform!

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Computer and Network Security

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