Senior Customer Success Manager

We are a fusion of former U.S. Special Operations cyber operators, startup engineers, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools, false positives resulting in alert fatigue, blind spots, "checkbox” security culture, c...

We are seeking a dedicated and experienced Senior Customer Success Manager (CSM) to join our fast-growing team. As a Customer Success Manager, your role is vital in maintaining the satisfaction and success of our customers as they leverage the power of our flagship product, NodeZero. This position requires a backgro...

 We are seeking a dedicated and experienced Senior Customer Success Manager (CSM) to join our fast-growing team. As a Customer Success Manager, your role is vital in maintaining the satisfaction and success of our customers as they leverage the power of our flagship product, NodeZero. This position requires a background in cybersecurity, a customer-first mindset, and a talent for fostering strong relationships
Manage a portfolio of Enterprise and Strategic accounts to achieve long-term success and drive adoption of our cybersecurity solution.
Develop a deep understanding of the NodeZero product, becoming a trusted adviser on its features and benefits.
Develop a trusted advisor status with customers, understanding their unique cybersecurity requirements and tailoring our offerings to their needs.
Act as a customer advocate, relaying customer feedback to our internal teams to help drive the evolution of our product and services.
Guide clients through the onboarding process and help them understand how to extract maximum value from NodeZero.
Proactively identify customer needs and potential challenges, suggesting solutions that improve their experience and enhance their cybersecurity posture.
Utilize customer usage data to identify major risk, upsell opportunities, and secure annual renewals.
Conduct regular customer success check-ins and perform in-depth quarterly business reviews to align on strategic initiatives and gain deeper executive stakeholder buy-in.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. 
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5+ years of experience in a customer-facing role such as Customer Success, Account Management, or Client Services within a SaaS or cybersecurity environment.
In-depth knowledge of cybersecurity practices and principles; possession of relevant certifications (e.g., CompTIA Security+, CISSP) is preferred.
Strong technical expertise in information technology and cybersecurity.
Exceptional communication, interpersonal, and customer service skills.
Strong analytical skills with the ability to identify user trends and discern customer needs.
Experience with CRM software (e.g., Salesforce, HubSpot) and Customer Success software (e.g., Gainsight, ClientSuccess).
Ability to work independently and in a team, establishing successful customer-focused initiatives.
Excellent problem-solving skills with the ability to identify issues, resolve them quickly, and prevent them from reoccurring.