Customer Success Manager

DTEX is a risk-adaptive security company that unifies human, data, and AI risk through a behavioral intelligence platform. The Customer Success Manager owns business outcomes for a portfolio of enterprise customers, driving onboarding, adoption, retention, renewals, customer health, escalations, and expansion opportunities while advising customers on insider risk and data protection.

Responsibilities:

• Own outcomes across a defined portfolio of enterprise customers, with accountability for retention, adoption, customer health, and renewals. When an issue affects a customer, take responsibility for driving it forward, involve the right people, and follow it through to completion
• Lead the customer lifecycle from onboarding through renewal, using established success planning, operating cadence, and health management practices
• Help customers improve their security posture and reduce insider risk exposure by aligning DTEX capabilities to their priorities, tracking program milestones, and independently delivering formal Quarterly Business Reviews (QBRs)
• Build multithreaded relationships across Security, IT, Legal, HR, Fraud, Procurement, and executive stakeholders, engaging confidently with both executives and operational teams
• Own customer-side renewal readiness through value evidence, health tracking, stakeholder alignment, forecast accuracy, and recovery planning for at-risk accounts. Identify where additional DTEX capabilities would better protect the customer, and partner with Sales to progress them
• Lead customer communication during escalations. Keep stakeholders informed and bring in leadership and technical teams at the right time with clear context and a recommended next step
• Run structured internal account syncs across Sales, Technical Success, Support, Engineering, Product, Services, and Intelligence and Investigations Services. Work as part of the wider account team, share what you learn, and make sure agreed actions have a clear owner and due date
• Maintain accurate customer scorecards, success plans, stakeholder maps, health signals, renewal forecasts, risks, value evidence, and next steps in customer success and CRM systems

Requirements:

• 4 or more years of relevant customer-facing experience in enterprise SaaS, cybersecurity, consulting, implementation, insider risk program management, or Customer Success
• Demonstrated ownership of enterprise customer relationships, measurable outcomes, renewals, escalations, and cross-functional delivery
• Working knowledge of security operations, insider risk, data protection, enterprise deployment concepts, integrations, privacy, or compliance
• Strong written and verbal communication, program coordination, sound judgment, and the ability to drive accountability through influence
• Bachelor's degree in a related field or equivalent enterprise technology, cybersecurity, consulting, military, intelligence, or customer-leadership experience
• A consulting mindset which identifies the business driver behind a request and solves the real problem
• Able to explain technical items in business terms that executives can act on
• Emotional intelligence with a track record of maintaining composure and driving alignment in high-pressure customer environments
• A strong sense of ownership and a proven ability to work collaboratively across teams to deliver customer outcomes
• Experience supporting complex or regulated enterprise customers
• Experience with customer-success platforms, CRM systems, or approved AI productivity tools
• Relevant cybersecurity, project-management, or Customer Success certification