cyderes - Client Success Manager
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Requirements
• Minimum 2 years of experience in prior Customer Success role • Minimum 3 years cyber security experience; Experience of cyber security controls (EDR, SIEM), frameworks (MITRE, NIST, etc.), and/or security operations (SOC, IR, Engineering). • Experience with MSSP Security Operations, Security Service Delivery, and/or Security Consulting • Project management experience; Experience creating, owning, and managing projects to completion with documented artifacts and completion certificates. • Exceptional verbal and written communication, presentation, organization, and administrative skillsets required • Strategic account planning and relationship management skill sets; Experience with presenting to and gaining alignment with C-Suite and client executives. • Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution and follow-up for critical tasks • Proven success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment • Strong presence with a high confidence and calm demeanor, in even the most stressful situations • Bachelor’s degree, cyber certifications, or equivalent years of relevant experience • Willingness to travel based on customer and business need
Responsibilities
• Manage assigned book of business and drive retention, growth, and expansion with your clients • Establish a trusted security advisor relationship, become an advocate, and partner with your clients. • Responsible for scheduling and hosting client meetings focused on service outcomes and operational reviews. • Drive and own the customer journey, ensuring client service elements are appropriately delivered and driving outcomes and value for your clients. • Proactively monitor client health, drive client engagement, and ensure prompt companywide response to client requests and critical path objectives. • Responsible for creating and delivering quarterly and strategic executive business reviews. • Create, manage, and nurture a strategic relationship with key stakeholders including Directors, Executives, line of business leaders, and security professionals. • Primary point of contact for client and client contacts, stakeholders, and team members • Work with your clients to define success criteria and key performance indicators. • Partner with your clients to advance and strengthen their cyber security posture using frameworks like MITRE; Ensure our clients are everyday ready with threat informed defense. • Partner with Sales Account Executive to align on key customer objectives and contract milestones. • Create and/or deliver monthly reports to ensure established success criteria are being met, ensure client realizes value from service, and drive client retention. • Engage with Security Operations as a customer advocate to drive delivery excellence. • Engage with Product Management as the customer advocate on product roadmap discussions. • Engage with Engineering and Platform teams as an advocate for your client base. • Analyze customers’ needs and recommend additional services or solutions to enhance and advance their security posture. • Provided enablement and guidance for clients to ensure adoption and value of services in scope • Create, own, manage, and share appropriate customer journey materials, playbooks, success plans, and project plans for key focus areas. • Managed customer escalations and operate as the voice of the customer within Cyderes • Demonstrate extreme ownership, accountability, teamwork, and client focused mindset.
Benefits
• Benefits that go beyond the basics, we support our people so they can do their best work. • ✔ Medical Insurance - Employee + dependents covered • ✔ Life Insurance - Protection for what matters most • ✔ Retirement Match Program - We invest in your future • ✔ Hybrid Work Model - 2–3 days in office • ✔ Maternity & Paternity Leave - Time for the moments that matter • ✔ Paid Time Off - PTO + sick & casual leave • ✔ Bereavement & Volunteer Time - Give back to your community • ✔ Professional Development - Reimbursement program • ✔ LinkedIn L&D Platform - Thousands of courses at your fingertips • ✔ Mobile Phone Reimbursement - Stay connected, on us
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