Customer Success Manager

Role Overview

We are seeking a proactive, strategic, and customer-obsessed Customer Success Manager (CSM) to own and grow relationships across our mid-market customer segment. This role leverages a hybrid motion model, blending high-touch, time-based milestones with trigger-based engagement with a digital lead engagement for other points of the customer journey.

What You Will Do

Lead customers through structured, time-based success milestones: Onboarding & Implementation, Mid-Contract Health Checks, Renewal Preparation. Manage trigger-based engagements, responding to significant changes in product usage, product expansion indicators, and signals of disengagement or risk.

Why It Might Be a Fit

Drive rapid time-to-value, maximize adoption, ensure long-term retention, and identify, quantify, and mitigate risk early in the customer lifecycle. Build strong customer relationships with key decision-makers, influencers, and power users.

Requirements

• 5+ years of experience in Customer Success, Account Management, or Consulting within a SaaS or technology environment
• Understanding of cybersecurity principles, particularly in areas such as Data Security and Application Security
• Demonstrated success working within a high volume, high velocity segment
• Strong ability to interpret customer data and translate insights into actionable recommendations
• Proven experience managing complex customer lifecycles, including onboarding, adoption, and renewal
• Excellent communication, presentation, and stakeholder-management skills
• A proactive, analytical mindset with a passion for customer value and continuous improvement
• Ability to stay organized and prioritize in a fast-moving, dynamic environment
• Bilingual Language – Spanish is a plus

Benefits

• Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance
• Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period
• Company paid holidays and Paid Time Off
• Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program