Customer Success Associate job at London Full Time

About Agency Cybersecurity:

Agency Cybersecurity is fast growing ventured back startup that provides best-in-class cybersecurity and compliance. Our software and services simplify complex compliance frameworks including SOC2, ISO 27001, HIPAA, and others, empowering businesses to scale securely and confidently. We’re backed by top tier investors like Y Combinator and have offices in NYC, Boston, Richmond, and London.

Location: London (local candidates only)

Compensation: £16 – £20 per hour

Company: US-based startup (cybersecurity & compliance)

Position Type: Independent Contractor (Full-Time Equivalent Commitment)

This role will begin as a contractor engagement. High-performing contractors may be considered for a full-time employment conversion in the future, subject to performance and business needs. Contractors are responsible for their own taxes, benefits, and statutory compliance in their jurisdiction.

About the Role

We’re looking for a detail-oriented and client-focused Customer Success Associate (CSA) to support our customer success team in delivering a high-quality client experience. In this role, you will work closely with cross-functional teams to help manage client accounts, support onboarding, and ensure smooth day-to-day operations.

This is an excellent opportunity for someone early in their career who is interested in building experience in customer success, SaaS, and cybersecurity/compliance services.

Key Responsibilities

• Support Customer Success Team: Assist in managing client accounts by preparing materials, tracking progress, and ensuring timely follow-ups.
• Assist with Onboarding & Implementation: Help coordinate onboarding activities, collect required documentation, and ensure clients are set up for success from the start.
• Client Communication & Coordination: Serve as a point of contact for day-to-day client requests, scheduling meetings, and ensuring clear and timely communication.
• Track Progress & Maintain Data: Maintain accurate records of client activity, project timelines, and key milestones within internal systems.
• Operational Support: Coordinate across internal teams (compliance, technical, operations) to ensure deliverables are completed on time.
• Identify Risks & Escalate: Monitor client progress and flag potential delays or issues to Customer Success Managers.
• Contribute to Process Improvements: Help improve internal workflows, documentation, and client experience processes as the company scales.

Qualifications

• 1–3 years of experience in customer-facing, operations, or support roles (SaaS or startup experience preferred)
• Strong organizational skills and attention to detail
• Excellent written and verbal communication skills
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Comfortable working with data, spreadsheets, and internal systems
• Team-oriented mindset with a willingness to learn and take initiative
• Interest in cybersecurity, compliance, or SaaS is a plus
• Bachelor’s degree preferred

What Success Looks Like

• Clients are onboarded smoothly and on time
• Internal coordination runs efficiently with minimal delays
• Client communication is clear, timely, and professional
• Data and tracking systems are accurate and up to date
• Issues are identified early and escalated appropriately