Customer Success Manager

Required

• Own customer-facing communication during security incidents, partnering with the SOC and technical teams on the response.
• Participate in the customer escalation on-call rotation a few times per year.
• 2+ years of customer success or account management experience supporting B2B customer relationships.
• At least 2 years of exposure to the cybersecurity industry through operations, consulting, governance, risk and compliance (GRC), products, or incident response.
• Experience managing multi-stakeholder customer relationships and navigating complex organizations.
• A track record of driving customer retention and recognizing opportunities for account growth.
• Strong consultative skills, including the ability to listen closely, ask thoughtful questions, and build trust.
• The ability to communicate comfortably with both security engineers and senior executives, including CISOs.
• Solid familiarity with MDR, EDR, SIEM, NDR, cloud security, and how those technologies fit into a broader security program.
• Working familiarity with security frameworks such as the NIST Cybersecurity Framework.
• Basic negotiation and conflict management skills, including the ability to stay calm and constructive when situations get complicated.
• A bachelor’s degree or relevant certifications are a plus, not a requirement.