Location:
Galway (Hybrid or Remote within Ireland)
Department:
Customer Success
Reports to:
Head of Customer Success
Our Story
CyberSentriq is a high-growth cybersecurity platform with an MSP-first approach, leveraging AI-driven capabilities to deliver cutting-edge solutions. Our mission is to empower Managed Service Providers (MSPs) and direct clients with advanced threat detection, response, and prevention technologies. Through strategic integrations with TitanHQ and Redstor, we provide a unified, automated solution to address evolving cybersecurity challenges. We are targeting $100M ARR by 2028 and invite you to join us on this exciting journey.
Role Overview
As a
Customer Success Manager
, you will be the trusted advisor for a portfolio of accounts, ensuring customers achieve maximum value from CyberSentriq's solutions. You will drive adoption, retention, and growth by leveraging AI-powered insights and automation tools to proactively manage customer health, mitigate risk, and identify expansion opportunities. This role is pivotal in shaping long-term relationships and delivering exceptional customer experiences.
What You'll Be Doing
* Customer Success Planning: Develop and execute tailored success plans using AI-driven analytics to understand customer sentiment, product utilisation, and ROI.
* Stakeholder Engagement: Map and manage all relevant contacts within each account to ensure alignment with business objectives and decision-making processes.
* Proactive Risk Management: Utilise predictive AI models and automation workflows to identify at-risk accounts, implement mitigation strategies, and reduce churn.
* Renewal & Forecasting: Own renewal processes and revenue forecasting for your book of business, ensuring accuracy and timely execution.
* Enablement & Adoption: Deliver monthly enablement sessions for top-tier accounts, driving feature adoption and cross-sell opportunities across the CyberSentriq suite.
* Collaboration: Work closely with Go-To-Market, Product, Engineering, and Support teams to ensure seamless customer experiences at key journey stages.
* Voice of the Customer: Provide actionable insights and feedback to senior stakeholders to influence product roadmap and service improvements.
* Data Integrity: Maintain accurate account data and system hygiene across CRM and success platforms.
What You'll Need
* Proven experience in Customer Success, Account Management, or related roles within SaaS or technology environments.
* Strong understanding of MSP operating models, budget cycles, and cybersecurity solutions.
* Experience with Customer Success Planning, Account Mapping, and stakeholder management.
* Familiarity with AI-driven tools and automation platforms for customer engagement and health monitoring.
* Excellent relationship-building, problem-solving, and facilitation skills.
* Highly organised, self-motivated, and able to prioritise effectively.
* Confident presenter with the ability to engage diverse client personas.
Your success will be measured by:
* Customer Retention Rate and Churn Reduction.
* Product Adoption Metrics (feature utilisation and engagement).
* Net Revenue Retention (NRR) and Upsell/Cross-sell Growth.
* Customer Health Scores driven by AI insights.
* Accuracy of Forecasting and renewal execution.
* Customer Satisfaction (CSAT/NPS) scores.
Celebrate Your Benefits with Us
* Enjoy 24 days Holiday + 10 Public Holidays
* Salary Sacrifice Pension Scheme - Save More, Earn More
* Private Medical - Caring for You Inside and Out
* Health Assurance - We've Got Your Loved Ones Covered
* Income protection - We got You
* Collaborative and Supportive Work Environment
* Recognition for Your Contributions
* Opportunities for Professional/Personal Growth
* Career Advancement in Our Dynamic and Innovative Company
Ready to Make an Impact?
Join us in our mission to revolutionise the cybersecurity industry and achieve our ambitious growth targets.
Apply today and take the next step in your career
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* Please note that we do not accept speculative CVs from recruitment agencies. All submissions must be in response to specific job vacancies listed by our company. Any unsolicited CVs will be considered the property of CyberSentriq, and no fees will be payable in relation to them.