Serve as the primary point of contact for assigned customer accounts, building and maintaining trusted advisory relationships with IT security teams, CISOs, compliance officers, and system administrators.
Conduct regular check-in calls and emails to assess customer sentiment, address emerging concerns, and reinforce the value of the Syteca platform in their security posture.
Track onboarding milestones and keep a pulse on how customers are adopting the platform — identifying which features are being used, which are underutilized, and where additional guidance may be needed.
Triage and coordinate resolution of customer-reported issues by engaging Technical Support and maintaining transparent communication throughout the resolution lifecycle.
Document all customer interactions, success plans, risk indicators, expansion signals, and action items in the CRM (e.g., HubSpot) to maintain a complete and current account history.
Collect, organize, and relay customer feedback, feature requests, and pain points to the Product Management team to inform the Syteca product roadmap and prioritization decisions.
Proactively inform customers about new key platform functionalities, product updates, and feature releases.

2 + years of work experience in related area
Understanding of cybersecurity principles
Communication skills (ability to adapt messaging for technical teams, C-level executives)
Relationship building (establishing trust and long-term advisory partnerships with multiple stakeholders)
Active listening and empathy (understanding customer pain points and translating them into actionable solutions)
Ability to quickly learn and master Syteca’s features, architecture, and deployment models.
English level: Upper-Intermediate and Higher

Customer Success Manager

Key skills