Customer Success Manager

We are seeking a dynamic and experienced Customer Success Manager (CSM) with a focus on managing relationships with Managed Service Provider (MSP) customers.

The ideal candidate should have a proven track record in customer success management, exceptional communication skills, and a deep understanding of cybersecurity products.

This role will manage the entire customer lifecycle, emphasizing the application of customer success strategies through a data-driven approach.

A proactive problem-solver, the CSM will continuously optimize customer success strategies based on data-driven insights.

Apply below after reading through all the details and supporting information regarding this job opportunity.

Responsibilities :

• Act as the primary point of contact for small to medium-sized MSP customers throughout their lifecycle, with a deep understanding of their unique needs in the SMB market.
• Proactively engage with MSPs to drive product adoption, identify optimization opportunities, and deliver tailored solutions while building and maintaining relationships at all organizational levels, including key stakeholders.
• Develop scalable processes and playbooks for high-touch, low-touch, and tech-touch engagements with a digital-first approach, ensuring operational efficiency.
• Manage onboarding sessions and projects with a hands-on, insights-driven approach, ensuring successful implementation and long-term success.
• Monitor customer health through a data-driven framework, identifying risks and implementing strategies to improve customer satisfaction and growth.
• Lead impactful training sessions and webinars on cybersecurity products, best practices, and industry trends, driving customer knowledge and product adoption.
• Create video content and written materials focused on customer learning, development, and continuous engagement.
• Collaborate cross-functionally with sales, marketing, support, and product teams to ensure alignment on partner needs, priorities, and customer feedback.
• Oversee renewals and identify expansion opportunities, ensuring seamless transitions, mitigating risks, and preventing churn.
• Proactively identify potential risks and troubleshoot issues, developing strategic solutions to resolve escalations and drive business results.
• Apply critical thinking and troubleshooting skills to help customers optimize their use of the product, ensuring alignment with best practices.

Requirements :

• 3+ years of proven experience as a Customer Success Manager, ideally within the cybersecurity and managed service provider industries.
• Experience working with small to medium-sized MSPs or similar customer markets is highly desirable.
• Exceptional verbal and written communication skills with proficiency in English.
• Strong technical aptitude with the ability to understand and effectively communicate complex cybersecurity concepts.
• Familiarity with customer success tools such as Totango, Gainsight, or Churn Zero.
• Proven ability to build and manage relationships with stakeholders at all levels, including owners and C-level executives.
• Demonstrated experience in a data-driven, customer-centric approach to problem-solving and decision-making.
• Ability to work independently within a global team across multiple time zones, with flexibility for occasional early morning calls (starting at 8 AM Eastern).
• Self-motivated and results-driven, with a passion for delivering exceptional customer experiences.
• Outgoing personality with strong empathy, active listening, attention to detail, and the ability to work effectively under pressure.
• Fully remote position, with preference for Florida-based candidates.
• Some travel to industry events may be required.

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