Customer Success Manager (CSM)

SafeBreach is seeking a Customer Success Manager to help large enterprise customers adopt and realize recurring value from its cybersecurity platform. The role builds trusted customer relationships, drives satisfaction, retention, and expansion, and coordinates with internal teams to address customer needs.

Responsibilities:

• Build and foster relationships with customers while driving engagement, retention and expansions to drive NRR for SafeBreach
• Act as a trusted advisor to develop success plans aligned to the business objectives and strategic priorities of the customer - Identify measurable goals and timelines to help customers onboard and grow
• Serve as a customer advocate with internal stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties
• Participate in communications within the team to share best practices and learn about new technologies and complementary security applications
• Drive conversations with SMEs and leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues
• Translate customer product usage data into actionable advice for customers
• Establish regular touch-points with assigned customers per the established SLAs to review progress against strategic and technical objectives
• Proactively identify issues and coordinate with SafeBreach teams to remediate issues as they are identified. Leverage internal tools like Gainsight to archive customer activity and other key data points centrally

Requirements:

• At least 5 years of experience in Customer Success roles (CSM, Account Manager)
• Expertise in cybersecurity with prior experience working with security vendors
• Ability to manage multiple customer accounts simultaneously, prioritize tasks, and meet deadlines to ensure the successful delivery of customer success initiatives
• Empathy, patience, and emotional intelligence when interacting with customers, understanding their perspectives, and addressing their concerns
• Excellent business and written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences
• Knowledge of Offensive security tools
• Experience in a startup or early-stage company
• Experience with globally distributed teams preferred