Customer Success Manager

Our client is a leader in cyber threat intelligence on the deep and dark web. They are looking for an exceptional Customer Success Manager (CSM) to look after many of their strategic and largest customers. This is a remote position, ideally based in the Northeast. Expected travel a few times per quarter.

You will be responsible for onboarding new customers, guiding them through the adoption of products and services, ensuring satisfaction, guaranteeing retention, and facilitating expansion.

Requirements:

● Prior experience in customer-facing processes in cyber threat intelligence

● Excellent written and oral communication skills

● Hands-on technical background, particularly with cyber security products and services

● Strong team player with self-starter capabilities and a proactive approach

● Spanish communication (written / oral) skills or proficiency in other languages will be an advantage

Responsibilities:

● Owning and managing your customers’ life cycles.

● Training and Onboarding of new customers.

● Assure complete adoption and integration of products within the customer environment.

● Ensure customer retention and identify expansion opportunities.

● Actively mitigate churn risks, and work to manage and eliminate such risks.

● Serve as the voice of the customer to initiate and lead new processes within the company, while collaborating with other internal stakeholders (R&D, Product, Sales, and Intelligence).

● Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services.

● Provide ongoing technical support to customers, addressing their concerns and requests.