Customer Success Manager

As a Customer Success Manager, you will help organizations maximize the value of advanced cybersecurity solutions throughout their customer journey. You will build trusted relationships, understand customer objectives, and ensure that services consistently deliver measurable business outcomes. Working with a diverse portfolio of customers, you will lead engagement strategies, monitor satisfaction, and proactively address risks that could affect retention or success. You will also conduct business reviews, demonstrate return on investment, and translate customer feedback into actionable improvements. In close collaboration with Product, Marketing, and Security Operations teams, you will contribute to a customer-focused environment where technology, human expertise, and continuous innovation come together to strengthen cyber defense.

• Build and maintain strong customer relationships by understanding business objectives, challenges, and expectations.

• Guide customers throughout their lifecycle to maximize adoption, satisfaction, and value realization.

• Identify opportunities to demonstrate customer success and communicate measurable outcomes.

• Lead regular customer engagement activities, including Quarterly Business Reviews (QBRs).

• Present measurable results, return on investment (ROI), and progress toward customer objectives.

• Maintain proactive communication to identify challenges, gather feedback, and recommend improvements.

• Monitor customer satisfaction, account health, and potential risks to customer success.

• Develop and implement strategies to address risks and support customer retention.

• Manage escalations effectively, coordinating with relevant internal teams to resolve customer concerns.

• Partner with Product, Marketing, and Security Operations teams to communicate customer feedback and improve service offerings.

• Contribute to internal process improvements and share best practices that strengthen the overall customer experience.

• Collaborate across departments to ensure customer needs are addressed efficiently.

• Participate in initiatives designed to improve team efficiency and service delivery.

• Contribute to organizational knowledge-sharing and the development of customer success practices.

The ideal candidate is an experienced customer success or account management professional who combines strong relationship-building skills with a results-oriented approach. You should be comfortable managing multiple accounts, communicating with diverse stakeholders, and proactively addressing customer needs.

• At least five years of experience in customer success, account management, or a related role.

• Proven ability to manage multiple customer accounts while maintaining strong retention and delivering measurable outcomes.

• Excellent written, verbal, communication, and presentation skills.

• Experience using customer success and account management platforms such as Gainsight or Salesforce.

• Strong problem-solving, organizational, and project management skills.

• Proactive approach to identifying customer challenges, managing risks, and resolving escalations.

• Ability to collaborate effectively with cross-functional teams and coordinate solutions across departments.

• Strong customer-focused mindset, attention to detail, and ability to manage competing priorities.

• Previous experience in cybersecurity, SaaS, or the broader technology industry.

• Familiarity with cybersecurity services and the challenges organizations face when managing their security operations.