Customer Success Manager - Cyber | SaaS | United States

Keepnet is a front-runner in secure behaviour management, revolutionising how 4 million employees and over 4,000 companies empower their people to recognise and report social engineering threats. The Customer Success Manager will own a portfolio of American customers, ensuring they achieve their desired outcomes through the effective use of Keepnet while driving growth and upsells.

Responsibilities:

• Customer discovery : understand what value means to your customers, how they measure it, and what gets in the way of their goals
• Success planning : translate those insights into dedicated roadmaps that outline every step customers need to take
• Deliver onboarding : educate and train customers on how to achieve their goals quickly, mapping clear milestones along the way
• Measure success : track customer progress with the metrics they care about and identify any deviations from their success path
• Demonstrate value: regularly share wins with customers, highlighting the improvements they've made since partnering with Keepnet
• Drive commercial growth : own renewals AND identify expansion opportunities (additional products, broader rollouts, advocacy partnerships). This is a commercial role, not just a service function
• Work cross-collaboratively : partner with Sales, Product, and Support to drive positive customer outcomes
• Product mastery : maintain a deep understanding of Keepnet's platform, answer customer questions confidently, and share relevant resources
• Stay curious : proactively learn about our customers, the cyber landscape, and emerging threats so you can have meaningful conversations and bring real insight

Requirements:

• 2+ years experience in a Customer Success, Account Management, or Customer Relationship role (ideally SaaS), with the ambition to grow into a senior CS role
• A commercial mindset, with a track record of (or genuine appetite for) driving renewals, upsells, and expansion
• Comfort using AI tools in your day-to-day work (e.g. Claude, agentic AI). You don't need to be an expert, but you should be excited to work in an AI-first business where these tools are part of how we operate
• Excellent communication and relationship-building skills, with the ability to explain technical concepts clearly and simply
• An analytical and curious mindset, with the ability to leverage data to drive insights and decision-making
• A results-oriented approach, with a focus on exceeding customer expectations and delivering business outcomes
• Strong project management and organisational skills, with the ability to manage multiple priorities simultaneously