Customer Success Team Lead

About Us

Titania’s multi-award-winning risk-based vulnerability management (RBVM) and network exposure management software has been used by elite cyber teams for over a decade to safeguard critical infrastructure. Its Nipper solutions prevent attacks and network disruptions by transforming the readiness, resilience and recoverability of critical network infrastructure.

Role Overview

We are looking for an experienced Customer Success Team Lead to build and scale our Customer Success function from the ground up for approximately 700 enterprise customers. This is a high‑impact role, working closely with the Sales Director and wider GTM team to define how we drive value, retention, and growth across our customer base.

You will design and implement Customer Success processes, segment and prioritise accounts, and build a scalable engagement model that is proactively focused on value realisation rather than reactive support. You’ll act as the operational and people leader, evolving today’s reactive account management approach into a proactive Customer Success organisation centred on measurable customer outcomes and value.

This role is ideal for someone who has already been a Customer Success or Account Management team leader and is now ready to own both the team and the Customer Success blueprint in a growing B2B SaaS / Cybersecurity environment.

Key Responsibilities

• Lead, coach, and line‑manage the Customer Success team, setting clear goals, running regular 1:1s, and supporting performance and career development.
• Design and roll out scalable processes and playbooks (onboarding, EBR/QBRs, health checks, renewals, expansion, risk management) that the team can consistently execute.
• Develop and refine account segmentation and coverage models, ensuring account loads, tiering, and engagement levels are appropriate across ~700 customers.
• Set and track team KPIs (health scores, adoption, NRR, churn, CSAT), report performance to leadership, and use insights to coach the team and prioritise actions.
• Act as the primary escalation point for complex or high‑risk accounts, coordinating cross‑functional responses and supporting CSMs through challenging situations.
• Partner with Sales on seamless handovers, joint account planning, and aligned strategies for growth in existing enterprise customers.
• Build strong links with Product, Marketing, and Support so customer feedback, usage insights, and common issues directly inform roadmap, content, and campaigns.
• Champion a customer-centric culture across the business, role modelling best practice customer conversations and value-based engagement.

Development & Support

• Report directly to the UK Sales Director, acting as their key partner on retention and expansion across the enterprise base.
• Work in close collaboration with Sales, Product, Marketing, and Support to ensure a joined up, outcome focused customer journey.
• Access mentoring and coaching from experienced team members, with opportunities to deepen your expertise in enterprise value realisation and CS operations.

Who Should Apply?

This opportunity is ideal for someone who:

• Has proven success managing a Customer Success or Account Management team
• Has commercial awareness and experience within a B2B SaaS/Cyber security business
• Is experienced in developing people and building robust, successful processes
• Values collaborative, change orientated environments

Benefits

• Full time remote working with £52 a month towards household bills
• Monthly in-person team meetings
• Flexible working that helps fit round you (core hours of 9:30-3:30 Mon-Thurs & 9:30-12 Friday
• 25 days holiday plus bank holidays (including Duvet Days) with the option to buy / sell up to 5 days additional leave per year
• Award winning cash-back Healthcare plan
• 5% Employer Pension contribution, including a salary sacrifice option
• £200 a year towards home office set up