Overview
Customer Success Manager, SecureOps
We’re seeking a dynamic and experienced Customer Success Manager to join our growing team at SecureOps, a leading managed security services provider (MSSP).
At SecureOps, we pride ourselves on a "security-by-design" approach, delivering tailored solutions like Custom SOC, Co-owned MDR, infrastructure security, and vulnerability management to midsize and enterprise organizations globally. Our 24/7 follow-the-sun model ensures our clients are always in control of their protected data. As we continue to expand, this role will be a critical part of our sales team, focused on building and maintaining strong, long-term relationships with our clients.
Objectives of the Role
As a Customer Success Manager, you will be the primary point of contact for our key customers. You will:
Build and grow relationships with key customers, acting as their trusted advisor and primary point of contact.
Proactively engage with customers to understand their cybersecurity goals and challenges, and offer solutions that align with their needs and our services.
Ensure high customer retention and satisfaction by delivering exceptional service and support.
Gather customer feedback and advocate for their needs internally to our product and security teams.
Collaborate with internal teams, including security operations and product development, to address customer feedback and ensure the smooth delivery of our services.
Develop and execute customer success strategies that drive service adoption and maximize customer value.
Monitor customer health metrics, track key performance indicators (KPIs), and regularly report on customer outcomes to leadership.
Identify upselling and cross-selling opportunities to expand customer use of SecureOps's products and services.
Your Tasks
Help onboard new clients and guide them through the implementation process to ensure a successful start.
Conduct regular business reviews with customers to assess progress, discuss security posture, and plan future strategies. Ensure strategic alignment.
Oversee the entire customer lifecycle, from initial onboarding to renewal, identifying areas for optimization.
Lead customer training sessions and workshops to enhance their knowledge and use of our security services.
Serve as the liaison between customers and internal teams, such as the Security Operations Center (SOC), product development, and support.
Manage customer escalations and ensure issues are resolved quickly and effectively.
Required Skills and Qualifications
Bachelor’s degree in Business, Cybersecurity, IT, or a related field.
5+ years of experience as a Customer Success Manager, Account Manager, or in a similar client-facing role, preferably within the SaaS, B2B, or cybersecurity industries.
Proven experience in managing customer success programs, customer retention, and upselling strategies.
Strong understanding of cybersecurity concepts and services (e.g., SOC, MDR, vulnerability management).
Ability to analyze customer data and usage trends to identify areas for improvement and opportunities.
Excellent interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.
Strong problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
Strong organizational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
Familiarity with CRM tools (e.g., HubSpot).
Preferred Skills and Qualifications
Advanced degree in a related field.
Relevant certifications in Customer Success, Account Management, or cybersecurity (e.g., Security+, Network+, CISSP, ITIL).
Experience in managing large, enterprise-level accounts.
Knowledge of customer success best practices and frameworks.
Proficiency in handling customer escalations and resolving conflicts under pressure.
50-70% travel required
Multilingual abilities are a plus.
If you are a results-driven, customer-centric professional with a passion for cybersecurity, we encourage you to apply and help us keep our clients secure. We offer a competitive salary, performance bonuses, comprehensive benefits, and a collaborative work environment with ample professional development opportunities.
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