Customer Success Manager

Overview

Customer Success Manager, SecureOps

We're seeking a dynamic and experienced Customer Success Manager to join our growing team at SecureOps, a leading managed security services provider (MSSP).

At SecureOps, we pride ourselves on a "security-by-design" approach, delivering tailored solutions like Custom SOC, Co-owned MDR, infrastructure security, and vulnerability management to midsize and enterprise organizations globally. Our 24/7 follow-the-sun model ensures our clients are always in control of their protected data. As we continue to expand, this role will be a critical part of our sales team, focused on building and maintaining strong, long-term relationships with our clients.

Objectives of the Role

As a Customer Success Manager, you will be the primary point of contact for our key customers. You will:

- Build and grow relationships with key customers, acting as their trusted advisor and primary point of contact.

- Proactively engage with customers to understand their cybersecurity goals and challenges, and offer solutions that align with their needs and our services.

- Ensure high customer retention and satisfaction by delivering exceptional service and support.

- Gather customer feedback and advocate for their needs internally to our product and security teams.

- Collaborate with internal teams, including security operations and product development, to address customer feedback and ensure the smooth delivery of our services.

- Develop and execute customer success strategies that drive service adoption and maximize customer value.

- Monitor customer health metrics, track key performance indicators (KPIs), and regularly report on customer outcomes to leadership.

- Identify upselling and cross-selling opportunities to expand customer use of SecureOps's products and services.

Your Tasks

- Help onboard new clients and guide them through the implementation process to ensure a successful start.

- Conduct regular business reviews with customers to assess progress, discuss security posture, and plan future strategies. Ensure strategic alignment.

- Oversee the entire customer lifecycle, from initial onboarding to renewal, identifying areas for optimization.

- Lead customer training sessions and workshops to enhance their knowledge and use of our security services.

- Serve as the liaison between customers and internal teams, such as the Security Operations Center (SOC), product development, and support.

- Manage customer escalations and ensure issues are resolved quickly and effectively.

Required Skills and Qualifications

- Bachelor's degree in Business, Cybersecurity, IT, or a related field.

- 5+ years of experience as a Customer Success Manager, Account Manager, or in a similar client-facing role, preferably within the SaaS, B2B, or cybersecurity industries.

- Proven experience in managing customer success programs, customer retention, and upselling strategies.

- Strong understanding of cybersecurity concepts and services (e.g., SOC, MDR, vulnerability management).

- Ability to analyze customer data and usage trends to identify areas for improvement and opportunities.

- Excellent interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.

- Strong problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.

- Strong organizational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.

- Familiarity with CRM tools (e.g., HubSpot).

Preferred Skills and Qualifications

- Advanced degree in a related field.

- Relevant certifications in Customer Success, Account Management, or cybersecurity (e.g., Security+, Network+, CISSP, ITIL).

- Experience in managing large, enterprise-level accounts.

- Knowledge of customer success best practices and frameworks.

- Proficiency in handling customer escalations and resolving conflicts under pressure.

- 50-70% travel required

- Multilingual abilities are a plus.

If you are a results-driven, customer-centric professional with a passion for cybersecurity, we encourage you to apply and help us keep our clients secure. We offer a competitive salary, performance bonuses, comprehensive benefits, and a collaborative work environment with ample professional development opportunities.

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