Were looking for a Customer Success Manager (CSM) to own the strategic relationship with our customers, drive business value, and ensure long-term retention and growth. As the counterpart to our Technical Account Managers, youll focus on the customers outcomes, executive alignment, program management, renewal/expansion, and value realization across the company platform.
Responsibilities
Serve as the primary business-facing contact and trusted advisor for assigned strategic customers.
Own the post-sale customer journey from onboarding through renewal, ensuring clear ownership and smooth handoffs across teams.
Own customer renewals and hygiene by tracking timelines, forecasting risk, and ensuring early alignment with Sales.
Identify and surface expansion opportunities in partnership with Sales by understanding customer initiatives, cloud footprint, and security roadmap.
Collaborate with Sales on long-term account strategy and positioning of relevant company capabilities.
Partner closely with TAMs to drive adoption of new capabilities, communicate value, and track progress against success criteria.
Develop and manage joint success plans aligned to customer objectives, KPIs, and success criteria.
Build strong relationships across executive, security, DevOps, and cloud leadership.
Ensure customers achieve measurable outcomes by operationalizing our company within their workflows and expanding usage over time.
Lead Quarterly Business Reviews (QBRs), program reviews, and executive readouts.
Requirements: 3-5+ years in Customer Success, Account Management, or similar client-facing roles in SaaS or cybersecurity.
Strong understanding of cloud security programs, modern security org structures, and value-driven success methodologies.
Exceptional communication, stakeholder management, and executive presentation skills.
Proven track record of driving adoption, managing complex accounts, and leading cross-functional programs.
Comfortable working in fast-paced environments and influencing both customer and internal priorities.
Experience partnering with technical teams (TAMs, SAs, Product) and Sales to support customer outcomes and retention.
Ability to connect technical capabilities to business impact, security outcomes, and ROI.
This position is open to all candidates.