Customer Success Manager - Cyber Security

Job Description:

As a Customer Success Manager at CloudSEK, you will be the primary point of contact for a few strategic accounts, ensuring they derive maximum value from our cybersecurity solutions. Your role will involve deep engagement with clients, providing expert guidance on threat management, and ensuring seamless integration and utilization of CloudSEK s products. Your background in cybersecurity will be crucial in understanding and addressing the specific needs and challenges faced by our clients.

Key Responsibilities:

Account Management:

• Manage and nurture relationships for a client accounts, ensuring high levels of customer satisfaction and retention.
• Conduct Quarterly Business Reviews (QBRs) and Annual Business Reviews (ABRs) to assess and enhance customer engagement.
• Visit customers twice a year to strengthen relationships and understand their evolving needs.

Cybersecurity Expertise:

• Provide expert guidance on threat intelligence, data leak prevention, and other cybersecurity issues.
• Act as a security analyst, offering insights and recommendations based on threats generated by CloudSEK s platform.
• Collaborate with customer security teams to ensure optimal usage of CloudSEK s solutions.

Customer Engagement:

• Develop and execute customer engagement strategies to build strong relationships with key stakeholders, including CXOs and CISOs.
• Foster customer champions within client organizations to drive advocacy and referrals.
• Generate and share client-specific quality reports, gathering feedback to continuously improve service delivery.

Revenue Generation and Retention:

• Identify opportunities for upselling and cross-selling CloudSEK s products and services.
• Ensure on-time renewals and maintain a high customer retention rate.
• Source referrals and participate in revenue generation activities.

Product Usage and Feedback:

• Ensure 100% product usage for features subscribed by the customers.
• Conduct configuration reviews and provide recommendations for product enhancements.
• Gather and analyze customer feedback to contribute to product development and improvement.

Operational Excellence:

• Maintain accurate records of customer interactions and activities in CRM systems.
• Contribute to the team by sharing knowledge, conducting training sessions, and writing internal articles.

Qualifications:

• 5+ years of experience in Cybersecurity, Client-facing experience, or a related role in the cybersecurity industry.
• Strong understanding of cybersecurity principles, threat intelligence, and digital risk management.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients.
• Proven track record of achieving customer success goals and driving revenue growth.
• Ability to work independently and manage multiple accounts simultaneously.

Cookie points if you have experience in the below skills

Business reviews

Onsite meetings

Maintaining NRR and GRR

Threat analysis and Value delivery