Own customer health, satisfaction, and net revenue retention targets
Drive adoption and value realization using product usage data, health scores, and predictive risk signals
Identify and mitigate churn risk through proactive, cross-functional action plans
Build strong relationships with executive sponsors and day-to-day users
Lead strategic customer reviews using clear, data-backed insights
Partner with Sales on renewals, expansions, and growth opportunities
Manage sales-to-delivery transitions and support new product rollouts
Track and escalate priority support issues while managing customer expectations
Maintain accurate customer data and success plans in CRM and Customer Success platforms
Improve CS processes through automation and AI-enabled workflows

5+ years in enterprise B2B software roles; 3+ years in Customer Success managing large customers
Experience working with complex, technical products; cybersecurity experience preferred
Proficiency with CRM platforms (Salesforce preferred) and Customer Success tools (e.g., ChurnZero)
Comfort using product usage analytics, dashboards, and customer health metrics
Strong analytical, communication, and executive-facing skills
Ability to thrive in a fast-paced SaaS environment

Customer Success Manager

Key skills