Customer Success Manager

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.