Customer Success Manager – Client Growth & Engagement

Role Overview

• Serve as the primary relationship contact for assigned client accounts throughout the engagement lifecycle.
• Build and maintain strong working relationships with client stakeholders, including operational, technical, compliance, and executive contacts.
• Monitor client engagement, communication cadence, and overall account health.
• Maintain deep awareness of client goals, challenges, timelines, and evolving business needs.
• Track client activity, milestones, and engagement trends across active accounts.
• Proactively schedule and coordinate strategic client meetings, business reviews (QBRs), roadmap discussions, and follow-up conversations.
• Partner with Sales, Customer Success, and Delivery teams to identify expansion, renewal, and cross-sell opportunities.
• Facilitate consultative conversations related to additional services, framework expansion, renewals, and long-term engagement planning.
• Maintain accurate account notes, stakeholder information, meeting records, and follow-up actions within internal systems (e.g., HubSpot, Monday.com).
• Coordinate internally with Project Managers, Delivery Leads, Consultants, and Leadership to ensure total alignment on account activity.
• Assist with onboarding transitions, engagement tracking, escalation coordination, and client follow-through.
• Monitor key indicators of client satisfaction, engagement risks, communication gaps, and potential retention concerns.
• Coordinate internal follow-up efforts when client responsiveness or project momentum declines.
• Support client retention initiatives through proactive, empathetic communication.

Requirements

• Prior experience operating in a fast-paced professional services, SaaS, or cybersecurity/compliance consulting environment.
• Comfort managing executive-level client relationships and coordinating cross-functional communication.
• Experience supporting business growth conversations in a consultative, non-aggressive manner.
• High attention to detail with experience utilizing CRMs and project management tools (e.g., HubSpot, Monday.com, Salesforce).
• Exceptional proactive communication skills, high emotional intelligence (EQ), and active listening skills.
• Comfortable utilizing AI and automation tools to enhance team performance and efficiency.

Tech Stack

• Cyber Security

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Flexible work arrangements
• Professional development opportunities