Customer Success Manager... Cyber Security

Job Description

Our client, a leader in Network Cyber Security, is looking for a Customer Success Manager to join their Sales team.

CSMs are strategic and technical advisors who help the enterprise customers adopt, optimize, and expand their use of Cyber Security solutions. As a CSM, you’ll own post-sales success, driving adoption, value realization, and customer satisfaction while partnering closely with Sales, Technical Services, Product, and Engineering.

Reporting to: VP, Global Customer Success

Location: East Coast, US

Compensation: 160k to 165k OTE Remote, 401k, full benefits, unlimited PTO

Responsibilities:

Drive Customer Adoption: Identify adoption gaps, build tailored success plans, and align product use cases to value realization.

Monitor Adoption Health: Track adoption across your portfolio and create quarterly improvement plans.

Support Renewals: Partner with the renewals team to connect adoption health with renewal outcomes. Flag churn risks early and lead mitigation efforts.

Identify Expansion Opportunities: Collaborate with internal teams and sales to uncover and quantify growth potential.

Be a Trusted Advisor: Build strong relationships with key stakeholders and guide customers with best practices and strategic insights.

Lead Customer Engagements: Host Executive Business Reviews (EBRs) and maintain proactive, high-value touchpoints.

Document Value: Capture use cases, success stories, and lessons learned to enrich our Customer Success knowledge base.

Advocate Internally: Represent the customer’s voice and ensure their needs are championed across the organization.

Requirements:

5+ years in Customer Success or similar roles within enterprise software, preferably in security or systems integration.

Proven experience managing strategic and enterprise-level customers with measurable success.

Strong understanding of network security, governance, audit, risk, and compliance practices.

Customer-first mindset, highly proactive, and comfortable with client-facing engagements (calls/visits).

Excellent consulting, project management, and data-driven decision-making skills.

Solid knowledge of security tech (firewalls, IDS/IPS, SDN, compliance) and APIs (Java, REST).

Familiarity with infrastructure, cloud (public/private/hybrid), and networking (LAN/WAN).

Resilient and adaptable in dynamic, fast-paced environments.

Willingness to travel up to 50% of the time.

Executive presence and ability to manage high-stakes conversations and escalations.

Advantages:

Experience with Salesforce.com and Gainsight.

Technical depth in TCP/IP v4, VRF, AWS VPC, routing, firewall policies, LDAP, and Radius.

Full-time

Hybrid remote