דרושים » פרסום שיווק ויחסי ציבור » Senior Customer Success Account Manager

we are seeking its first Customer Success Manager to establish, lead, and scale the Customer Success function.This is a unique opportunity to build the Customer Success discipline from the ground up - defining processes, methodologies, and customer engagement models - while working directly with strategic customers.You will initially operate as an individual contributor, owning key customer relationships end-to-end, while laying the foundation for a global Customer Success organization. Over time, you will play a central role in hiring, structuring, and leading the Customer Success team as it grows.
This role requires a combination of strategic thinking, operational execution, and strong customer-facing capabilities in a fast-paced cybersecurity environment. You will serve as a strategic advisor and primary point of contact for customers, driving adoption, ensuring satisfaction, and helping customers achieve their business and security objectives. You will work cross-functionally with Sales, Product, Support, and MDR teams to advocate for customers and continuously improve their experience.
Main Responsibilities:
You will split your time between hands-on customer management and building the Customer Success function .
Customer Ownership & Delivery:
Build and maintain strong, long-term relationships with customers, acting as their primary point of contact
Drive product adoption and value realization aligned with customer goals and business outcomes
Proactively monitor customer health, engagement, and usage to identify risks and opportunities
Manage customer satisfaction, track customer health, and identify churn risks early
Conduct regular check-ins, business reviews, and executive-level engagements
Handle escalations and ensure timely resolution in collaboration with Technical Support, MDR, and Engineering teams
Support post-incident activities, including managing RCA requests
Manage non-standard or out-of-scope customer requests (e.g., audits, custom reports)
Retention, Growth & Advocacy:
Identify and mitigate churn risks, improving retention and long-term customer success
Detect and drive expansion opportunities in partnership with Sales
Act as the voice of the customer, influencing product roadmap and priorities
Manage feature requests and serve as the bridge between customers and Product teams
Track and report on key success metrics such as retention, expansion, NPS, and CSAT
Building the Customer Success Function:
Define and implement Customer Success methodologies, processes, and best practices
Establish customer lifecycle frameworks, success plans, and engagement models
Design and implement customer health scoring and success metrics
Build scalable processes for onboarding, adoption, and ongoing engagement
Collaborate cross-functionally to define ownership boundaries and workflows (Sales, Support, MDR, Product)
Lay the foundation for a global Customer Success organization, including hiring plans and team structure
Over time, recruit, onboard, and lead a high-performing Customer Success team

We are looking for an action-oriented and self-motivated individual to join our growing managed services team. The mission of the Customer Success Manager is to ensure that our customers realize the total value of the offerings and services they have purchased from us, ultimately maximizing renewals and upsell opportunities.

This is a post-sales, customer-centric role in a fast-paced environment that demands interaction with customers at senior levels and internal/external technical subject matter experts. Successful candidates will have outstanding communication skills, a proven track record of successfully interacting with customers regarding business and technical interests, and a solid technical background, especially AWS and Salesforce. The Customer Engagement Manager will have extensive experience managing key accounts and issues to completion with little or no direction and a passion for ensuring a world-class customer experience.

Summary of Key Responsibilities
Become the trusted advisor and partner for our key accounts in IL.
Manage the post-sales customer journey for your book of business from Onboarding through Renewal and Advocacy, utilizing a growth mindset throughout to uncover upsell and cross-sell opportunities.
Partner closely with the customer executives and key stakeholders to ensure metrics for success are agreed upon and a mutual success plan of action is in place.
Meet regularly with customers to ensure the maximum value of the contract is being attained and continually verify and document customers' objectives, requirements, and value that they receive from our service.
Create key customer deliverables (presentation)
recommendations, and risk mitigation plans).
Develop an understanding of each customers business and managed services needs, providing proactive recommendations that support the customers roadmap and vision.
Generate reports on our managed services offerings, providing insight and recommended next steps to maximize the customers ROI.
Strategically manage your portfolio via robust account plans - prioritizing your business book by renewals, expansions, and risk.
Be the voice of the customer inside the organization, driving process improvements and product roadmap decisions based on your frontline visibility of the key accounts.
Identify root causes of customer churn and possible client dissatisfaction and engage appropriate team members from cross-functional teams to help address underlying causes of churn and dissatisfaction.
Demonstrate your understanding of our offering, administrative procedures, and organization to effectively answer customers questions in a timely fashion.
Maintain an understanding of our competitor offerings (i.e., price, offerings, service, or solution) to communicate the advantages effectively.
Meet or exceed monthly and annual revenue objectives.