Customer Success Team Lead (Maternity Leave)

We are a rapidly growing cybersecurity start-up seeking a Customer Success Team Lead to step in for a 6-month maternity leave cover. This is a unique opportunity for a highly driven and adaptable leader to make an immediate impact in a fast-paced, high-growth environment.

In this role, you will lead a team of Customer Success Managers (CSMs), ensuring our customers receive top-tier support, stay engaged, and maximize the value of our cybersecurity solutions. We’re looking for someone who can hit the ground running—there’s no time for a slow ramp-up. You’ll need to quickly get up to speed, take ownership, and drive results.

To excel in this role, you must have native-level English, deep expertise in cybersecurity, browser security, or enterprise security solutions, and extensive experience working with Fortune 500 customers in the US. If you thrive in high-energy environments, love solving complex challenges, and have a proven track record in customer success, we want to hear from you!

LayerX Security:

LayerX’s user-first browser security platform turns any browser into the most protected & manageable workspace by providing real-time monitoring and governance over users’ activities on the web. We protect the enterprise’s applications, data, and devices from web-borne risks with near-zero impact on user experience.

Our Values – What We Believe In:

• Autonomy and Empowerment – Our engineers are responsible for delivering impact all the way from idea through to design, architecture, infrastructure, and delivery to production.
• ⁠Openness and Transparency – There are no walls; we are all in this together.
• No Fear – We welcome working in new domains and learning new technologies. There are no disciplines; we do what it takes to succeed!
• ⁠Excellence – Using the best technologies and writing reliable, scalable, and robust components.
• Data Wins Arguments – We are data-driven and focused. Get the data and act on it!
• User Privacy – Protecting users and organizations is extremely important to us, and user privacy is a top priority as well.
• ⁠Friendship and Fun – Teamwork is at the center of our methodology. We work as a team on problems and challenges, and fun is a big part of that as well!
  
  

• Impact: Play a key role in driving customer success and ensuring our solutions make a meaningful difference to our clients’ businesses.
• Growth: Opportunities for continuous learning and career development in both technical and customer success areas.
• Culture: Join a dynamic, inclusive team that thrives on collaboration, innovation, and creating exceptional customer experiences.
  
  

• Lead and mentor a team of Customer Success Managers, ensuring they meet KPIs and provide top-tier service.
• Manage customer relationships, acting as a trusted advisor for key accounts and driving customer satisfaction.
• Oversee customer onboarding, adoption, retention, and expansion strategies.
• Act as the escalation point for critical customer issues, working cross-functionally to resolve concerns efficiently.
• Provide technical guidance on our browser security and cybersecurity solutions.
• Work closely with Product, Sales, and Engineering teams to ensure customer needs are met and product feedback is shared.
• Develop and refine customer success processes to improve efficiency and effectiveness.
• Analyze customer data and feedback to drive engagement and proactively address risks.
• Educate customers on security best practices and compliance considerations.
• Prepare and deliver customer success reports on churn risks, expansion opportunities, and overall customer health.
  
  

• 3-5+ years of experience in Customer Success, Account Management, or a related customer-facing role.
• 2+ years of experience in a leadership or team lead role.
• Strong knowledge of cybersecurity, browser security, and enterprise security solutions.
• Experience working with SaaS security products or enterprise security platforms.
• Proven ability to jump into a fast-moving environment and quickly make an impact.
• Excellent problem-solving skills and ability to navigate complex security challenges.
• Strong communication and presentation skills.
• Experience handling customer escalations and managing key accounts.
• Ability to prioritize and manage multiple tasks in a fast-paced startup environment.