Customer Success Manager (Corporate – Global Security Vertical)

Customer Success Manager, Global Security

Company: Skopenow

Location: Remote or New York City (Hybrid/In-Office)

Hours: 9:00 AM – 6:00 PM ET (East Coast Hours Required)

About Skopenow

Skopenow helps organizations collect, analyze, and operationalize open-source intelligence (OSINT) to identify threats, mitigate risk, and detect fraud. Founded in 2016 and headquartered in New York City, Skopenow is a high-growth, venture-backed technology company serving more than 1,500 customers worldwide.

Our platform includes five core solutions—Grid, Pre-Check, Workbench, Link Analysis, and Rabbit—which help organizations automate investigative workflows and accelerate intelligence gathering. Our customers include Fortune 500 companies, global security teams, law enforcement agencies, government organizations, insurance carriers, media outlets, and other leading enterprises.

About the Role

Skopenow is seeking a Customer Success Manager (CSM) to support and grow our expanding portfolio of Global Security customers. This role is ideal for someone with a strong investigative background who enjoys building relationships, solving customer challenges, and helping organizations maximize the value of intelligence technology.

As a trusted advisor, you will guide customers through onboarding, adoption, renewal, and expansion while helping them integrate Skopenow into their security and investigative workflows. You'll partner closely with corporate security teams, intelligence analysts, investigators, executive protection programs, loss prevention departments, and other security stakeholders to drive measurable outcomes .

What You'll Do

Customer Success & Relationship Management

• Manage a portfolio of Global Security accounts and serve as the primary post-sale point of contact.
• Build trusted relationships with security leaders, analysts, investigators, and operational stakeholders.
• Guide customers from onboarding through renewal, ensuring successful adoption and long-term engagement.
• Conduct regular business reviews to demonstrate value, measure success, and identify opportunities for growth .

Adoption & Enablement

• Deliver onboarding sessions, training programs, and ongoing enablement initiatives.
• Help customers integrate Skopenow into existing investigative, intelligence, and security workflows.
• Drive platform utilization and adoption through strategic engagement and best-practice recommedations.
• Partner with customers to identify and achieve their operational goals.

Retention & Growth

• Own renewal and retention efforts across assigned accounts.
• Monitor customer health and proactively address risks before they impact renewals.
• Identify opportunities for expanded use cases, upsell initiatives, and account growth.
• Analyze product usage trends and customer feedback to drive engagement.

Cross-Functional Collaboration

• Partner with Sales, Product, Support, and Marketing teams to advocate for customer needs.
• Share customer insights, feedback, and success stories to influence product development and go-to-market strategies.
• Maintain accurate CRM records, forecasts, account activity, and customer engagement documentation.

What You'll Bring

Required Qualifications

• 5+ years of experience in corporate security, intelligence, investigations, OSINT, SOCMINT, or related disciplines.
• Experience using or evaluating commercial OSINT, investigative, or intelligence platforms.
• Exceptional communication, presentation, and relationship-building skills.
• Strong organizational skills with the ability to manage multiple customer relationships simultaneously.
• A customer-first mindset and demonstrated ability to influence stakeholders at all levels.

Preferred Qualifications

• Strong understanding of corporate security operations, including areas such as: Global Security Operations Centers (GSOCs), Executive Protection, Loss Prevention, Corporate Investigations, Event Security, Threat Assessment, Workplace Violence Prevention
• Previous experience in Customer Success, Account Management, Training, Adoption, or Client Services roles.
• Experience supporting enterprise security, risk, investigations, or intelligence teams.
• Familiarity with SaaS customer lifecycle management, renewals, and account growth strategies.
• Experience delivering training programs or serving as a platform power user.
• Familiarity with the Skopenow platform and OSINT workflows

What Success Looks Like

• High customer retention and renewal rates.
• Increased product adoption and engagement across assigned accounts.
• Identification and execution of account expansion opportunities.
• Strong customer satisfaction and advocacy.
• Trusted advisor relationships with security leaders and operational teams.
• Measurable customer outcomes driven through Skopenow adoption.

Why join Skopenow?

• Help organizations solve real-world security, intelligence, and investigative challenges.
• Join a fast-growing company at the forefront of OSINT innovation.
• Work alongside an experienced, passionate, and collaborative team.
• Competitive compensation, bonus opportunities, and benefits.
• Make a direct impact on customer success and company growth.