Customer Success Manager

Kiteworks is a company focused on building customer advocates and enabling organizations to achieve security and compliance goals. They are seeking a Customer Success Manager to manage a portfolio of mid-market customers, drive retention and expansion, and build strategic relationships to enhance customer outcomes.

Responsibilities:

• Own a portfolio of 100+ mid-market customers across the Americas, driving retention, adoption, and expansion
• Act as a strategic advisor and product expert — understand Kiteworks' value proposition ata high level, confidently demo the platform, and translate capabilities into measurable business outcomes (reduced compliance risk, faster audit cycles, lower breach exposure) to build the ROI case with customers
• Build and maintain Strategic Success Plans, aligning goals and milestones with stakeholders, and cultivate relationships beyond day-to-day administrators with security, IT, compliance, and business leaders
• Synthesize usage data, operational signals, and account context to monitor customer health, prioritize resources, and proactively address adoption gaps or risk to protect renewals
• Identify and pursue expansion opportunities within the book of business, partnering with Sales to convert whitespace into growth
• Lead onboarding and adoption initiatives to accelerate time-to-value, and prepare/deliver business reviews (QBRs/EBRs) connecting platform usage to customer outcomes and ROI
• Partner cross-functionally with Sales, Support, Product, and Renewals to resolve escalations, shape the roadmap, and maintain accurate CRM/CS platform data for forecasting and reporting
• Leverage AI capabilities — assistants, agents, and skills — to streamline day-to-day account management, from prepping account reviews to synthesizing customer data and drafting communications

Requirements:

• At least 7 years of experience in Customer Success, Account Management, or a similar customer-facing role, ideally within SaaS, cybersecurity, or compliance-focused environments
• Self-starter with an entrepreneurial mindset, comfortable operating with autonomy across a large portfolio in a fast-moving, dynamic cybersecurity landscape
• Strong business and commercial acumen, with an analytical mindset to synthesize product, usage, and financial data into a coherent account strategy
• Ability to develop a solid working understanding of Kiteworks' product and value proposition, confidently demo the platform and translate capabilities into business outcomes and ROI for both technical and business stakeholders
• Skilled at building Strategic Success Plans and cultivating executive-level relationships that extend beyond day-to-day administrators
• Track record of identifying and surfacing expansion opportunities within an existing book of business
• Excellent communication, negotiation, and executive presence, with the ability to influence outcomes without direct authority
• Willingness to travel as needed (typically 10–20%) for on-site business reviews and strategic account engagements
• Ability to meet Kiteworks, customer, and/or government security screening requirements for this role
• Knowledge of the cybersecurity, compliance, or data governance technology ecosystem strongly preferred
• Experience leveraging AI tools/assistants (e.g., Claude, Copilot, ChatGPT) to facilitate account management activities
• Experience with Salesforce, JIRA, and Customer Success platforms (e.g., Gainsight, ChurnZero) a plus