Client Success Manager

Responsibilities:

• Manage assigned book of business and drive retention, growth, and expansion with your clients 
• Establish a trusted security advisor relationship, become an advocate, and partner with your clients. 
• Responsible for scheduling and hosting client meetings focused on service outcomes and operational reviews. 
• Drive and own the customer journey, ensuring client service elements are appropriately delivered and driving outcomes and value for your clients. 
• Proactively monitor client health, drive client engagement, and ensure prompt companywide response to client requests and critical path objectives. 
• Responsible for creating and delivering quarterly and strategic executive business reviews. 
• Create, manage, and nurture a strategic relationship with key stakeholders including Directors, Executives, line of business leaders, and security professionals.   
• Primary point of contact for client and client contacts, stakeholders, and team members 
• Work with your clients to define success criteria and key performance indicators. 
• Partner with your clients to advance and strengthen their cyber security posture using frameworks like MITRE; Ensure our clients are everyday ready with threat informed defence. 
• Partner with Sales Account Executive to align on key customer objectives and contract milestones. 
• Create and/or deliver monthly reports to ensure established success criteria are being met, ensure client realizes value from service, and drive client retention. 
• Engage with Security Operations as a customer advocate to drive delivery excellence.   
• Engage with Product Management as the customer advocate on product roadmap discussions.  
• Engage with Engineering and Platform teams as an advocate for your client base. 
• Analyze customers’ needs and recommend additional services or solutions to enhance and advance their security posture. 
• Provided enablement and guidance for clients to ensure adoption and value of services in scope 
• Create, own, manage, and share appropriate customer journey materials, playbooks, success plans, andproject plans for key focus areas. 
• Managed customer escalations and operate as the voice of the customer within Cyderes 
• Demonstrate extreme ownership, accountability, teamwork, and client focused mindset. 

Requirements:

• Minimum 2 years of experience in prior Client Success role 
• Minimum 3years cyber security experience; Experience of cyber security controls (EDR, SIEM), frameworks (MITRE, NIST, etc.), and/orsecurity operations (SOC, IR, Engineering). 
• Experience with MSSP Security Operations,Security Service Delivery, and/or Security Consulting 
• Project management experience; Experience creating, owning, and managing projects to completion with documented artifacts and completion certificates. 
• Exceptional verbal and written communication, presentation, organization, and administrative skillsets required 
• Strategic account planning and relationship management skill sets; Experience with presenting to and gaining alignment with C-Suite and client executives. 
• Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution and follow-up for critical tasks 
• Proven success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment   
• Strong presence with a high confidence and calm demeanor, in even the most stressful situations   
• Bachelor’s degree, cyber certifications, or equivalent years ofrelevant experience 
• Willingness to travel based on customer and business need  
• Preferred 5 years of cyber security industry experience / 5 years of customer success experience 
• Prior experience as a member of the SOC/Service Desk or a SOC/Service Desk Team Lead  
• Technical knowledge with 2+ years of hands-on Security Controls / Infrastructure / Troubleshooting / Systems Administration / Networking / DevOps / Applications Development experience 
• Threat Intelligence, Offensive Security, DFIR, SIEM Management, and/or Threat Hutning experience 
• Industry and/or security certifications: CISSP, Security +, PM, ITIL, etc. 
• Bachelor's degree in computer science or relevant field