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 tribe. 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 will know how to build strong relationships, how to understand customers' needs and pain points, and be committed to ensuring customers achieve their desired outcomes with our products. You will have accountability of over 150 accounts, most only have a quarterly review, with our top tier needing monthly enablement meeting.
This role will be based out of our Galway office, but we are also open to candidates remote in Ireland.
Role & Responsibilities:
Proactively engage with your MSP and Direct client book of business on a regular basis, creating Customer Success Plans, leveraging various data sources to ensure you can understand your customers' current sentiment, product utilization, goals and objectives ultimately driving them to solid return on investment
Stakeholder management - know all and every contact of relevance within an account to ensure a holistic understanding of your clients' decision making process and business objectives
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 experiences
Proactively manage client risk, renewal management, forecasting and associated processes to identify customers at risk and ultimately mitigating churn whilst collaborating with your internal supporting functions
Provide industry awareness and enablement to your clients tying back to feature/functionality adoption with the CyberSentriq suite of products where relevant and/or aiding cross-sell opportunities
Data accuracy and system hygiene across accounts
Be the voice of the customer providing insights and feedback to senior stakeholders in Customer Success, Product and Support
Expected Experience
A proclivity for and love of technology - advantageous with SaaS experience
Proven experience in a Customer Success or other related role
Proven experience in Customer Success Planning and Account Mapping
Business acumen - understanding of client operating models and budget cycles
Numerate and results focused
Personable with strong relationship building skills
Strong problem solving and facilitative skills with a love of finding solutions
Structured, self-motivated, organised with the ability to prioritize and work off of own initiative
A team player with ability to work across multiple teams and hierarchies
Solid presentation skills with confidence across different client personas