Customer Success Manager - Cybersecurity

We are seeking a dynamic and experienced Customer Success Manager (CSM) to join our team. The CSM will play a crucial role in ensuring the success and satisfaction of our clients by leveraging our full suite of cybersecurity solutions. This individual will act as the primary point of contact for clients, guiding them through onboarding, adoption, and optimization of our services. The ideal candidate will have a strong background in cybersecurity, excellent communication skills, and a deep understanding of Microsoft-centric security solutions.

Key Responsibilities:

1. Client Onboarding Orchestration/Management:

• Orchestrates smooth onboarding processes for new clients, ensuring they are set up for success with our cybersecurity solutions.
• Conduct initial training sessions and provide necessary documentation to help clients understand and utilize our services effectively.

2. Client Relationship Management:

•    Build and maintain strong, long-term relationships with clients, acting as their trusted advisor for cybersecurity needs.
•    Regularly engage with clients to understand their evolving security requirements and provide tailored solutions.

3. Service Optimization:

•  Monitor client usage and performance metrics to identify opportunities for improving service adoption and effectiveness.
•  Provide proactive recommendations and best practices to enhance clients' cybersecurity posture.

4. Issue Resolution:

•    Serve as the primary point of contact for client inquiries, issues, and escalations.
•    Collaborate with internal teams to ensure timely and effective resolution of client concerns.

5. Process Improvement:

•  Work closely with consulting, the security operations center, and management to ensure customer success by enhancing processes and procedures and closing gaps.
•  Identify and implement process improvements to streamline operations and improve client outcomes.

6. Reporting and Feedback:

•   Generate regular reports on client engagement, satisfaction, and service performance.
•   Collect and relay client feedback to product and service teams for continuous improvement.

7. Cross-Functional Collaboration:

•   Work closely with sales, product, and technical teams to ensure alignment on client needs and expectations.
•   Participate in client-facing meetings, presentations, and business reviews.

Requirements

• Degree in Cybersecurity, Information Technology, Business, or a related field.
• Minimum of 3-5 years of experience in a customer success, account management, or similar role within the cybersecurity industry.
• Strong understanding of all cybersecurity offerings such as attack surface reduction, OT cybersecurity, vulnerability assessments, penetration testing, security awareness training, web filtering, GRC, vCISO, threat hunting, assessments, and hardening.
• Strong understanding of Microsoft-centric cybersecurity solutions, including their use in managed detection and response (MDR) or extended detection and response (XDR)
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to manage multiple clients and projects simultaneously.
• Strong problem-solving skills and a proactive approach to client management.
• Must be a team player and excel at empathy, communication, and organizational skills.
• Relevant certifications such as MS-500, AZ-500, SC-100, SC-200, SC-300, or SC-400 are preferred.
• Experience in service delivery within an MSSP/MDR environment is a plus.