About Us
As CyberSentriq embarks on its journey as a new company, we are excited to announce our MSP-first approach, AI-driven capabilities, and the integration of TitanHQ and Redstor. Our strategic goals are aligned with our vision to become a high-growth, innovative cybersecurity platform targeting $100M ARR by 2028.
CyberSentriq is committed to providing cutting-edge cybersecurity solutions that empower Managed Service Providers (MSPs) to deliver exceptional services to their clients. With our AI-driven capabilities, we aim to enhance threat detection, response, and prevention, ensuring the highest level of security for businesses of all sizes.
The integration of TitanHQ and Redstor into our platform further strengthens our offerings, providing comprehensive protection against cyber threats and data loss. This collaboration enables us to deliver a unified solution that addresses the evolving needs of the cybersecurity landscape.
Join us in our mission to revolutionise the cybersecurity industry and achieve our ambitious growth targets.
Customer Success Manager
We are seeking a dynamic and motivated Customer Success Manager to join our team. As a Customer Success Manager, you will play a vital role in ensuring our customers' success throughout their journey with CyberSentriq. You will be a passionate customer advocate with a proven track record of delivering exceptional experiences, retaining customers, and driving product adoption. You should know how to build strong relationships, understand customers' needs and pain points, and be committed to helping customers achieve their desired outcomes with our products.
This role will be based in our Galway office, but we are also open to candidates remotely in Ireland.
Role & Responsibilities
1. Proactively engage with your MSP and direct client book of business on a regular basis, creating Customer Success Plans, leveraging various data sources to understand your customers' current sentiment, product utilization, goals, and objectives, ultimately driving a solid return on investment.
2. Stakeholder management - know all relevant contacts within an account to ensure a holistic understanding of your clients' decision-making process and business objectives.
3. Collaborate and facilitate with internal colleagues across Go-To-Market, Tech Support, Product, Engineering, and Marketing to ensure an optimal customer experience at key journey points.
4. Proactively manage client risk, renewal management, forecasting, and related processes to identify customers at risk and mitigate churn, collaborating with internal teams.
5. Provide industry awareness and enablement to your clients, tying back to feature/functionality adoption within the CyberSentriq suite of products and supporting cross-sell opportunities.
6. Maintain data accuracy and system hygiene across accounts.
7. Be the voice of the customer, providing insights and feedback to senior stakeholders in Customer Success, Product, and Support.
Expected Experience
* A love of technology, preferably with SaaS experience.
* Proven experience in a Customer Success or related role.
* Experience in Customer Success Planning and Account Mapping.
* Understanding of client operating models and budget cycles.
* Numerate and results-focused.
* Personable with strong relationship-building skills.
* Excellent problem-solving and facilitation skills, with a love of finding solutions.
* Structured, self-motivated, organized, with the ability to prioritize and work independently.
* A team player capable of working across multiple teams and hierarchies.
* Solid presentation skills with confidence across different client personas.
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