Customer Success Manager

AgileBlue is hiring a Customer Success Manager to help clients get the most out of its security operations platform. The role manages a portfolio of 50+ customers, leading renewals, retention, account growth, security posture conversations, and coordination across internal teams.

Responsibilities:

• Own GRR for your book: Carry the Gross Revenue Retention (GRR) number for your portfolio, forecast accurately, and lead renewals from early signal through signature so customers don't churn or downgrade
• Drive NRR through expansion: Grow Net Revenue Retention (NRR) by identifying upsell, cross-sell, and add-on opportunities as customer environments and threat exposures evolve
• Own the renewal process: Manage customer renewals in your book from start to finish, aligning on value and pricing to close on time
• Keep customers genuinely happy: Build trust-based relationships, respond with urgency, and be the advocate customers know will look out for them. Obsess over our customers’ success
• Guide security posture conversations: Lead semi-technical discussions on detection coverage, alert trends, and security posture in terms of the business risks that customers face
• Champion new products and features: Own the rollout of new capabilities and releases into your accounts: explain what's new, why it matters to their environment, and drive customer adoption
• Monitor account health: Track usage, engagement, and support patterns to spot risk early, then run a mitigation plan before it becomes a churn or downgrade conversation
• Coordinate across teams: Partner daily with Technical Resources, Customer Support, Product, Sales and the SOC team to serve our customers. Keep the voice of the customer at the forefront in every decision and close the loop on feedback and escalations
• Lead QBRs and reporting: Run the business and security-posture segments of quarterly reviews, keep account records current, and contribute to accurate GRR/NRR forecasting

Requirements:

• 2–5 years in customer success, account management, sales, support or related customer-facing roles
• A track record owning renewals, revenue retention and growth (GRR/NRR) for a defined book of business
• Comfort leading semi-technical conversations on security posture, detection, and risk with both business and technical stakeholders
• Experience running QBRs and value conversations, including introducing new products and features to an existing customer base
• Ability to read account health signals and act on risk before it becomes churn
• A cross-functional mindset. Comfortable coordinating with Sales, Support, Technical Account Management, and Product to get customers what they need
• Self-directed and comfortable in a fast-paced environment, with a relentless focus on customer outcomes
• ideally in cybersecurity, SecOps, MSP, or another technical SaaS environment
• Prior EDR, MDR, SOC, or IT security exposure is a strong plus
• Working familiarity with CRM and operational effectiveness tools such as HubSpot, Claude, and Gong a plus