Customer Success Manager
120k – 180kUnited StatesRemote5+ YOE
Summary
Drive adoption, retention, and expansion for enterprise cybersecurity customers as a trusted post-sale advisor. Manage account health, renewals, and upsells while partnering cross-functionally.
About the role
What You’ll Do
- Own and manage a portfolio of enterprise and strategic customer accounts
- Build trusted relationships with security leaders, practitioners, and executive stakeholders
- Develop success plans aligned to customer business objectives and security priorities
- Conduct regular business reviews, adoption reviews, and strategic roadmap discussions
- Act as the primary post-sale point of contact for customers
- Drive successful onboarding and implementation outcomes
- Help customers operationalize the platform within security workflows and processes
- Monitor product adoption, usage trends, health indicators, and customer engagement
- Identify risks proactively and execute mitigation plans to improve retention
- Ensure customers achieve measurable outcomes and ROI
- Partner with Account Executives on renewals, expansion opportunities, and account strategy
- Identify opportunities for upsell, cross-sell, and broader platform adoption
- Support customer advocacy initiatives including references, case studies, and advisory programs
- Maintain accurate account forecasts, health scores, and renewal data
- Serve as the voice of the customer internally
- Partner with Product and Engineering to communicate customer feedback and market needs
- Coordinate with Support and Professional Services to resolve customer issues effectively
- Contribute to scalable customer success processes, playbooks, and operational improvements
What We’re Looking For
- 5+ years of Customer Success, Account Management, Technical Account Management, or related experience in B2B SaaS
- Experience supporting enterprise customers in cybersecurity, infrastructure, cloud, networking, or developer tooling
- Strong executive communication and relationship management skills
- Ability to explain technical concepts to both technical and non-technical audiences
- Experience managing renewals and identifying expansion opportunities
- Strong organizational and project management skills
- Comfortable operating in a fast-paced, high-growth environment
- Demonstrates curiosity, a willingness to learn, and sound judgment in applying AI responsibly to actively improve efficiency and impact
Preferred Qualifications
- Experience working with SOC, Threat Intelligence, Vulnerability Management, or Security Engineering teams
- Familiarity with cybersecurity concepts such as attack surface management, asset discovery, threat intelligence, vulnerability prioritization, or internet infrastructure
- Experience with enterprise SaaS metrics and customer health management
- Knowledge of platforms such as Salesforce, Gainsight, Zendesk, Jira, or similar tools
- Experience working with Fortune 500 or public sector customers
Skills
SalesforceGainsightZendeskJiraB2B SaaSCybersecurityThreat IntelligenceVulnerability ManagementSOCAccount Management
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