Head of Customer Success

Hadrian; Amsterdam; On-site; EUR 150,000 - 190,000; Full time

Benefits offered by this job

Unlimited paid holiday

Stock options package

Mobile phone stipend

Work-from-home budget

Referral bonuses

Job summary

Hadrian is seeking a Head of Customer Success to lead a global CS team and drive customer outcomes across Atlas and Nova. You will own renewals, expansions, onboarding, and strategic customer engagement, reporting to the CRO.

You will collaborate with Sales, Product, Marketing, and Solutions Engineering to ensure customers realise value and stay ahead in cybersecurity. Amsterdam-based, hybrid work accepted.

Qualifications

• 3–5+ years of experience leading Customer Success teams in a B2B SaaS environment.
• Strong cybersecurity or technical SaaS background with ability to translate product into outcomes.
• Proven track record owning renewals, upsells and customer expansion (GRR/NRR).
• Commercially minded and data-driven with negotiation and renewal forecasting experience.
• Experience building and optimizing CS processes and scalable playbooks.
• Hands-on, proactive leadership style with ability to empower a team.
• Experience working with international customers across markets.

Responsibilities

• Lead, coach, and develop the Customer Success team to drive customer outcomes.
• Own retention and expansion, including renewals and upsells across Atlas and Nova.
• Drive onboarding, enablement, and product adoption for customers.
• Build executive-level relationships and navigate complex commercial conversations.
• Refine CS strategy, playbooks, and processes for scalability.
• Use data and insights to preempt churn and identify growth opportunities.
• Collaborate with Product, Marketing, Solutions Eng. to act on customer feedback.
• Leverage AI and automation to streamline workflows and boost team efficiency.

Skills

Leadership

Cybersecurity

Renewals & upsells

B2B SaaS

International customers

Tools

CRM tools

Job description

Do you love turning innovative technology into lasting customer partnerships while building teams that make it happen?

Then look no further, and join us here at Hadrian as our new Head of Customer Success!

Who are we?

What if cybersecurity could think like a hacker?

At Hadrian, that's exactly what we're building: the future of offensive cybersecurity, powered by autonomous AI agents that think like hackers. Founded in Amsterdam in 2021, we're on a mission to change the way organisations defend themselves by helping them find and fix security weaknesses before attackers can exploit them.

Our platform brings together two products: Atlas, which continuously maps an organisation's external attack surface and validates which exposures are genuinely exploitable, and Nova, which uses AI agents to perform in-depth penetration testing on demand. Together, they give security teams the visibility and proof they need to focus on what really matters and stay ahead of emerging threats.

Backed by $65M in total funding, including our recent $40M Series B led by Forgepoint Capital International and SmartFin, we're investing in the next generation of autonomous offensive security and expanding our impact across global markets. With a team spanning 25+ countries and offices in Amsterdam, London, and New York, we're helping organisations rethink what's possible in cybersecurity.

Join us and help shape the future of offensive security.

Your Role:

As our Head of Customer Success, you'll lead the team responsible for helping our customers unlock the full value of Hadrian's platform, building strong, long-lasting partnerships that drive customer satisfaction, retention, and growth.

With 300+ companies already trusting Hadrian and an established team of Customer Success Managers, you'll have the opportunity to build on a strong foundation and take our Customer Success function to the next level. From ensuring successful onboarding and product adoption to owning renewals, driving upsells, and expanding customer relationships across Atlas and Nova, you'll play a crucial role in shaping both our customer experience and commercial success.

Reporting directly to our CRO, you'll focus on developing and empowering your team, driving retention and expansion, and building a scalable Customer Success organisation. You'll work closely with teams across Sales, Product, Marketing, and Solutions Engineering to ensure our customers continuously see the value of Hadrian's solutions and are excited to grow with us.

We're looking for someone who combines strong leadership skills with a technical, analytical, and commercially driven mindset. Someone who knows how to turn customer relationships into long-term partnerships, confidently navigate commercial conversations, and build a team that takes ownership of customer outcomes.

If you're excited about leading a team that sits at the intersection of customer relationships, cutting-edge cybersecurity, and business growth, we'd love to hear from you!

What you will do as Head of Customer Success at Hadrian:

• Lead, coach, and develop our Customer Success team, building a high-performance culture focused on customer outcomes, ownership, and continuous improvement.

• Own customer retention and expansion, driving GRR and NRR through renewals, upsells, and cross-selling opportunities, including introducing Nova to existing Atlas customers.

• Drive customer onboarding, enablement, and product adoption, ensuring customers successfully integrate our solutions and continuously realise their value.

• Build and maintain executive-level customer relationships, navigating complex commercial conversations, demonstrating business impact, and strengthening long-term partnerships.

• Optimise our Customer Success strategy, playbooks, and processes, creating scalable approaches to customer engagement, account health, renewal forecasting, and expansion.

• Use data and customer insights to drive decisions, proactively identifying churn risks, uncovering growth opportunities, and improving team performance.

• Act as the voice of the customer, collaborating with Product, Marketing, Solutions Engineering, and our security experts to turn feedback into meaningful improvements.

• Leverage AI and automation to streamline workflows, improve team efficiency, and enable more proactive and personalised customer engagement.

You are fit for this job because you:

• Have 3–5+ years of experience leading Customer Success teams, with a proven ability to coach, develop, and drive performance in a B2B SaaS technology environment.

• Bring strong experience in cybersecurity or technical SaaS solutions, with the ability to translate complex product capabilities into meaningful customer outcomes.

• Have a proven track record of owning renewals, upsells, and customer expansion, with direct accountability for GRR, NRR, and commercial performance.

• Are commercially minded and data-driven, confident navigating complex negotiations, analysing customer health, and using insights to improve retention and growth.

• Have experience building and optimising Customer Success processes, developing scalable playbooks and ways of working that improve customer experience and team efficiency.

• Bring a hands-on, proactive leadership style, knowing how to empower your team while stepping in to support complex customer situations and strategic opportunities.

• Have experience working with international customers, navigating different markets, stakeholders, and customer expectations.

• Actively embrace and leverage AI to optimise workflows, improve productivity, and empower your team to work smarter and deliver better customer outcomes.

• Thrive in a fast-paced, evolving environment, collaborating effectively across teams and bringing structure, ownership, and a solutions-oriented mindset.

Bonus points if you have:

• Experience working in offensive cybersecurity, including penetration testing, attack surface management, or exposure management.

• Experience managing customer relationships across multiple SaaS products, including cross-selling and driving adoption of new solutions.

• Experience working in a high-growth startup or scale-up, where you've helped professionalise and scale an existing Customer Success function.

• Familiarity with Customer Success platforms, CRM tools, and automation used to manage customer health, engagement, and retention.

Benefits at Hadrian:

• Unlimited paid holiday

• Stock options package

• Mobile phone stipend

• Work-from-home budget

• Referral bonuses

Why you want to be part of Hadrian:

Make the internet safer: We enable companies to protect their customers, employees, and other stakeholders from malicious hackers by providing real-time Exposure Management from the Hacker’s perspective

Board a primed rocket ship: Hadrian is growing fast; the team is approaching 100 wonderful people, notable customers are signed, and significant funding is raised. Now is the time to join our high-growth journey

Be part of a strong and dynamic culture: Our values define who we are as a group and serve as the cornerstones to guide us in building a product that our customers love. At Hadrian, we achieve this by championing a culture that takes ownership, succeeds together, increases velocity, and pursues growth

Our customers are seeking a world-class and reliable digital security service. That is exactly what we are offering. Therefore, a background check will be part of the process.