Customer Success Manager

Role Overview

We’re looking for a Customer Success Manager who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity. You will be the primary point of contact for our top-tier customers, building relationships across all levels, including senior executives, and ensuring successful adoption of our platform.

What You Will Do

As a Customer Success Manager, you will guide customers through complex challenges by leveraging strong product fluency and a deep understanding of their business needs. You will act as the central coordinator across internal teams, ensuring customer issues are clearly defined, properly routed, and driven to timely resolution with clear ownership and accountability.

Why It Might Be a Fit

You will have the opportunity to impact customer value, retention, and long-term success, and ensure accountability across all stakeholders, especially during critical situations.

Requirements

• 4+ years of experience as a Customer Success Manager or Technical Account Manager in a fast-growing B2B SaaS organization
• Experience managing large, complex customer accounts
• Ability to quickly ramp on complex products and operate at a “power-user” level.
• Ability to operate effectively in ambiguous and fast-changing environments.
• Excellent discovery and problem-framing skills (ability to ask the right questions and identify core issues).
• Strong capability to influence and build trust with all levels of stakeholders with communication, social, and presentation skills.
• Strong understanding of networking standards and protocols, including TCP/IP, routing, switching, DNS, DHCP, and segmentation principles.
• Experience with Operational Technology (OT) environments and industrial networks – a strong advantage.
• Solid understanding of cybersecurity principles and secure network architecture.
• Familiarity/Experience in Cyber Security i.e Endpoint, SOAR, SIEM