Customer Success Manager

About the RoleWe are seeking a Customer Success Manager to ensure customers successfully adopt and derive value from our cybersecurity SaaS platform. You will serve as the primary post-sales relationship owner, helping customers achieve their security objectives through onboarding, training, adoption guidance, and ongoing support.

The ideal candidate has experience managing SaaS customers and understands cybersecurity concepts well enough to engage with security and IT teams.

• Key ResponsibilitiesCustomer OnboardingLead onboarding and implementation activities for new customers.
• Conduct product training sessions and user enablement programs.
• Ensure customers are successfully configured and operational.
• Customer Adoption & EngagementDrive platform adoption across customer organizations.
• Monitor product usage and identify opportunities to improve engagement.
• Conduct regular customer check-ins and success reviews.
• Help customers achieve their security and compliance goals using the platform.
• Customer Relationship ManagementAct as the primary point of contact for assigned accounts after implementation.
• Build trusted relationships with customer stakeholders.
• Understand customer objectives and align product usage with those objectives.
• Coordinate internally to resolve customer issues and requests.
• Customer AdvocacyGather customer feedback and communicate insights to Product and Engineering teams.
• Identify product improvement opportunities based on customer experiences.
• Develop customer success stories and best practices.
• Retention SupportMonitor customer health and proactively address risks.
• Identify signs of disengagement and execute retention plans.
• Work with internal teams to ensure a positive customer experience throughout the customer lifecycle.
• Required Experience2–5 years of experience in Customer Success, Customer Support, Account Management, Client Services, or SaaS Implementation.
• Experience working with SaaS products.
• Strong communication and relationship-management skills.
• Experience conducting customer onboarding and training sessions.
• Ability to manage multiple customer accounts simultaneously.
• Preferred ExperienceExperience in cybersecurity SaaS, IT security, compliance, risk management, or related fields.
• Familiarity with:
• Vulnerability Management
• Security Awareness
• Attack Surface Management
• Compliance Frameworks
• Cloud Security Concepts
• Skills RequiredCustomer Success Management
• Customer Onboarding
• Product Adoption
• Stakeholder Management
• Customer Training
• Communication & Presentation
• Problem Solving
• Customer Retention
• Project Coordination
• Success Metrics (KPIs)Customer onboarding completion rate
• Product adoption and usage metrics
• Customer health scores
• Customer satisfaction (CSAT)
• Time-to-value for new customers
• Customer retention rate
• Support ticket resolution coordination

Ideal CandidateYou are passionate about helping customers succeed. You enjoy building relationships, educating users, solving problems, and ensuring customers get measurable value from technology solutions. You focus on customer outcomes rather than revenue targets.