Customer Success Associate, ExTrac

UK Public Sector

£50-60k

Mid level

London

2-5 days a week in office (City of London)

We combine human expertise, curated data, and domain-specific AI to enable faster decision-making.

Be an early applicant

We combine human expertise, curated data, and domain-specific AI to enable faster decision-making.

21-100 employees

B2BArtificial IntelligenceSecurityBig dataMachine LearningSaaS

Be an early applicant

£50-60k

Mid level

London

2-5 days a week in office (City of London)

21-100 employees

B2BArtificial IntelligenceSecurityBig dataMachine LearningSaaS

Company mission

To empower our customers to make faster, better-informed decisions about the risks and opportunities emerging from world events.

Job

Company

Role

Who you are

Background in intelligence analysis, research, or threat/risk assessment, ideally in government, security, or defence contexts
Strong understanding of geopolitical and security issues with the ability to communicate their implications clearly to clients
Proven experience building robust stakeholder relationships and delivering operational or technical support in high-stakes environments
Excellent written and verbal communication skills, comfortable presenting to senior stakeholders
Familiarity with SaaS platforms or intelligence software, with the ability to quickly learn new technologies
Strong analytical and problem-solving skills, with an eye for detail in reporting and documentation
Willingness to travel for on-site client meetings across the UK (and occasionally in Europe)
Must hold or be eligible for UK Security Clearance (e.g. SC, DV)

Desirable

Direct experience working with UK government agencies or defence customers
Proficiency in data analytics and visualisation tools
Existing UK Security Clearance (SC or DV)

What the job involves

Help customers get the most from the ExTrac platform
Lead customer onboarding and training, ensuring clients fully understand the platform’s capabilities and can tailor it to their needs
Act as the primary point of contact for key public sector accounts, driving engagement, satisfaction, and long-term retention
Provide operational support and troubleshooting, coordinating with engineering teams to deliver fast, effective solutions
Advise customers on best practices for threat, risk, and geopolitical intelligence analysis
Identify opportunities to expand platform usage within existing accounts, introducing new features and capabilities that deliver meaningful value and impact
Gather customer feedback and insights to shape product development and future capabilities
Deliver clear, concise internal reporting to help ExTrac track its impact on operational outcomes
Provide customers with regular reporting on their teams’ usage and value derived from our solutions, helping them track key performance indicators and secure return on investment

Application process

Hiring manager interview
Peer interview (setup skills assessment)
Panel interview (present skills assessment)

Salary benchmarks

Our take

Traditional intelligence gathering often struggles to keep pace with the evolving nature of threats. Siloed approaches focus solely on physical or online risks and miss the complex interplay between the two, leaving organisations vulnerable.

ExTrac offers a comprehensive approach, with its system bridging the physical and online divide, providing real-time insights into a broad range of threats, including terrorism, violent extremism, disinformation, and crime. Its Co-Analyst tool allows even non-experts to obtain valuable insights and make faster, more informed decisions.

The company's innovative technology and focus on user-friendliness positions it to empower a wide range of organisations to proactively manage risk. As the threat landscape continues to evolve, ExTrac is poised for continued growth, with a wealth of opportunity on its horizon.

Freddie

Company Specialist at Welcome to the Jungle

Company

Employee endorsements

Meaningful work

"We are driven by an inspiring mission to support customers engaged in real-world security and threat management on a daily basis. ExTrac is leading..."

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Company benefits

Flexible working: work where you work best, with the opportunity to spend two days a week working with the team in person
The opportunity to develop and take on new challenges and responsibilities as we grow as a company
An annual individual learning and development budget of £500
Access to our central London office space
Generous benefits package, including private healthcare and 33 days of annual leave

Company values

Creativity & Design | We blend technology and human understanding to create solutions that are both powerful and intuitive.
Innovation & Excellence | We don’t follow the crowd – we pursue excellence and push boundaries at every turn.
Products That Are Loved | We build with purpose, obsess over the details, and take pride in everything we create.
No Egos | We push hard, own our mistakes, and succeed together.

Company HQ

City of London, London, UK

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