Customer Success Manager (REMOTE)

Cyware is a cybersecurity startup that offers innovative solutions for threat intelligence and security automation. The Customer Success Manager is responsible for overseeing customer onboarding, training, and support, ensuring a high level of customer satisfaction and technical enablement.

Responsibilities:

• Teaches one or more technical classes
• Regularly participates in cross-functional projects
• Owns and maintains training function within the Customer Success department
• Manages multiple projects/tasks with minimal supervision
• Serves as the technical point of contact for Customer Success Managers
• Escalates technical issues and questions to the engineering and development teams
• Communicates effectively, both verbally and written, with management, team members, and other departments
• Balances long and short-term goals by prioritizing activities
• Actively creates and participates in curriculum planning sessions for new product training
• Recommends and implements solutions when project issues arise
• Build strong customer relationships, especially with key customer stakeholders and sponsors
• Always strive to provide exceptional customer experience
• Manage customer expectation and lead them to customer satisfaction
• Make sure all deliverables arrive in good order, on time, and fulfill customers' requirements
• Keep track of key account metrics
• Communicate the progress to both internal and external stakeholders
• Take initiatives in identifying growth opportunities
• Collaborate with our team to achieve sustainable growth

Requirements:

• US Citizenship is a requirement of this position in accordance with 8 U.S.C 1324b(a)(2)(C)
• Qualified candidates must have experience as a CSM or in a similar customer-facing role
• Prior cybersecurity experience is required and technical experience in threat intelligence is strongly preferred
• Excellent oral presentation and customer interaction skills
• Technical and troubleshooting skills in at least one software application or technology
• A proven track record of Technical Account Management or other relevant experience
• Experience in managing multiple stakeholders and projects
• A listener who is customer-oriented and attentive to their needs
• Critical thinker and problem-solving skills
• Team player
• Good time-management skills
• Great interpersonal and communication skills
• Experience in using software for sales such as Salesforce, Churn Zero, or other CSM tools
• Experience with security applications and security defense infrastructure
• Technical experience in threat intelligence is strongly preferred