Chief Customer Officer
We're PE-backed, scaling toward $100M ARR, and we have a brand-new seat on the Executive Leadership Team. CyberSentriq has proven product-market fit; now we need someone to build the customer-centric machine that turns retention and expansion into our most valuable, defensible asset and to do it in a cybersecurity business where trust is the product. If you want to build something from the ground up, not maintain something already built, this is your role.
WHY THIS ROLE, WHY NOW
Our next phase demands that retention and expansion scale as fast as new logo acquisition and that we're investor-ready with the metrics, forecasting and governance to prove it. This role is the architect of that capability, reporting directly to the CEO.
WHAT YOU'LL OWN
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GRR and NRR as board-level KPIs - full commercial accountability for retention and expansion revenue across the entire customer base.
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The end-to-end customer lifecycle: MSP onboarding, adoption, value realisation, renewal and expansion -every stage measurable, every stage commercially optimised.
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AI-enabled health scoring and churn-risk models - built and adopted by the full CX team, not just discussed in a deck.
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A high-performing CX leadership team, hired, onboarded and building momentum inside your first 120 days.
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The Board and investor narrative on customer health - quarterly, credible, data-backed, defensible under scrutiny.
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Customer trust as a competitive weapon - partnering with the CISO and Product on security posture, compliance, and incident response.
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The Voice of the Customer programme - feeding insight straight into product prioritisation and commercial decisions.
WHAT YOU BRING
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C-suite or senior VP-level CX/Customer Success leadership in SaaS, with proven ownership of GRR/NRR targets at scale.
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PE-backed or investor-scrutinised experience - you're fluent in board reporting and comfortable under diligence.
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Real cybersecurity domain credibility - you can hold your own with a CISO, not just a Customer Success Manager.
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A track record of building post-sale motions in an MSP or channel-led SaaS model.
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Executive presence at board level, with PE investors, and with technically sophisticated customers at CISO or IT Director level.
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Strong commercial and financial literacy - able to build and defend a business case and own a P&L-adjacent budget.
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An instinct for AI as a commercial weapon, not a buzzword - you already use tools like this to work faster and smarter.
WHAT'S IN IT FOR YOU
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A genuine blank page - build the CX function, the team and the operating model from scratch, with full executive backing
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A seat on the Executive Leadership Team and direct line to the CEO and Board -your work is seen and felt at the top.
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Competitive C-suite compensation, equity in a PE-backed growth story.
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A cybersecurity business at a genuine inflection point - proven product, PE fuel, and a mandate to scale fast.
