Customer Success Manager

Job Title:

Customer Success Manager / AHM Pool Risk Manager

Role Overview

The Customer Success Manager / AHM Pool Risk Manager acts as a high-impact risk mitigation specialist, engaging with customers when account health risks arise. Unlike traditional Customer Success roles with static portfolios, this role focuses on identifying, managing, and resolving critical risks across a dynamic customer base.

You will serve as the frontline owner for at-risk accounts, ensuring customers return to a healthy state and continue to realize value. This is a fast-paced, high-visibility role requiring strong cross-functional leadership and problem-solving skills.

Key Responsibilities

✅ Risk Monitoring & Management

• Monitor AI-driven telemetry and product signals to identify early risk indicators
• Triage risks across:
• Technical Health
• Deployment & Adoption
• Value Realization
• Customer Engagement
• Analyze root causes and define mitigation strategies

✅ Get-Well Plan Execution

• Create structured Get-Well Plans (GWP) with clear objectives and ownership
• Drive execution with urgency to restore account health
• Ensure timely resolution and transition accounts back to a stable state

✅ Cross-Functional Orchestration

• Act as the central coordinator across:
• Sales
• Solutions Consultants
• Technical Support
• Product & Engineering
• Lead resolution efforts without performing hands-on technical work

✅ Customer Enablement

• Provide consultative guidance to unblock adoption challenges
• Address customer queries and best practices without requiring full PS engagement

✅ Stakeholder Communication

• Maintain clear and consistent communication across internal and external stakeholders
• Provide visibility into risk status, mitigation progress, and outcomes
• Reduce operational burden on Sales teams by managing risk scenarios

Success Metrics

• Time to Risk Mitigation
• % of accounts restored to healthy (“Green”) state within SLA
• SLA adherence for risk response and resolution

Required Experience

• 5+ years in customer-facing roles (Customer Success Manager / Technical Account Manager / Program Manager)
• Proven experience managing high-impact, high-visibility engagements
• Strong background in at least two of the following:
• Network Security
• Cloud Security
• Security Operations
• Product Development

Core Skills

• Risk Management: Handling at-risk customer situations and driving recovery
• Data Analysis: Interpreting telemetry, health scores, and risk signals
• Cross-functional Leadership: Influencing Product, Engineering, and Sales teams
• Program Management: Managing lifecycle with clear entry/exit criteria
• Customer Engagement: Driving adoption and value realization

Tools & Technologies

• CRM / Customer Success Tools:
• Gainsight
• Salesforce
• Jira
• Smartsheet
• Clarizen

Key Competencies

• Strong customer-first mindset
• Excellent communication and presentation skills
• Ability to work in fast-paced, high-pressure environments
• Strong decision-making and problem-solving skills
• Experience working in matrixed, cross-functional teams

Nice to Have

• Experience in cybersecurity domain environments
• Exposure to AI-driven telemetry and analytics
• Prior experience in Customer Success Manager / Risk-focused roles

Summary

This is not a traditional Customer Success role.

It is a Customer Success Manager / Risk & Escalation Specialist role focused on:

• Rapid risk resolution
• Cross-team orchestration
• Driving customer health and value