Guide new customers through onboarding, ensuring smooth implementation
Conduct training sessions and provide best practices while ensuring customers adopt key features to maximize value
Act as the primary point of contact for customer queries and needs
Build strong relationships with key stakeholders by conducting regular check-ins (QBRs, EBRs) to assess satisfaction and goals
Monitor customer health scores and proactively address churn risks
Identify upsell and cross-sell opportunities for additional features or services and collaborate with sales and marketing on renewals and expansion strategies
Ensure customers get quick resolutions and escalate when needed and provide feedback to product teams for improvements
Gather customer feedback and share insights with product and engineering teams
Track customer engagement, satisfaction, and retention metrics

Fluent in English and either German or French
4+ years of experience in Customer Success for SaaS enterprise solutions within cybersecurity
Held a technical CS, presales, or similar role that bridges technical teams and enterprise customers
Strong understanding of cybersecurity risks, technologies, and enterprise security environments
Successful track record in minimizing churn and aligning technology with customer needs
Demonstrated ability to drive retention, product adoption, and customer satisfaction
Thrive in a fast-moving startup or scale-up environment
Bonus: A technical background (e.g., Python, APIs, or hands-on offensive security experience)
Bonus: Spent 5+ years in cybersecurity-focused Customer Success or similar roles
Bonus: Experience helping scale Customer Success processes in a growing organization

Customer Success Manager

Key skills