Role Summary
The Customer Success Manager (CSM) at VaporVM is responsible for owning customer success post go-live across SOC, NOC, and managed IT services. The role ensures customers achieve measurable business outcomes, experience high service adoption, and continue to renew and expand their engagement with VaporVM.
The CSM acts as the trusted advisor and governance owner, bridging customers, operations (SOC/NOC), account management, and technology partners.
Key Responsibilities
1. Customer Success & Relationship Ownership
- Serve as the primary post-sales point of contact for assigned customers
- Build strong relationships with customer stakeholders (IT, Security, Operations, Compliance)
- Understand customer business objectives, risk posture, and success criteria
- Act as the voice of the customer internally
2. SOC & NOC Service Governance
- Own service governance for SOC and NOC managed services
- Ensure SLAs, KPIs, and contractual commitments are consistently met
- Track and communicate operational performance including
- Incident trends
- Availability and uptime
- MTTR / MTTD improvements
- Threat and risk postur
- Coordinate closely with SOC/NOC operations teams for escalations and continuous improvement
3. Value Realization & Adoption
- Translate technical service data into clear business value outcomes
- Drive adoption of managed services and vendor platforms (SIEM, MDR, XDR, DEX, monitoring tools)
- Ensure customers fully leverage the capabilities they are paying for
- Develop and maintain customer success plans aligned to outcomes
4. Renewal & Expansion Readiness
- Own renewal readiness.
- Identify expansion opportunities (e.g., SOC MDR/XDR, NOC Observability)
- Collaborate with Account Managers on upsell and cross-sell motions
- Reduce churn risk through early identification of dissatisfaction or adoption gaps
5. Internal Coordination & Escalation Management
- Act as the central coordinator between customers, SOC/NOC teams, AMs, pre-sales, and vendors
- Manage escalations with a structured and professional approach
- Ensure feedback loops exist to improve service delivery and customer experience
Key Performance Indicators (KPIs)
- Renewal rate & Net Revenue Retention (NRR)
- Customer health score
- Service adoption metrics
- Reduction in escalations and churn risk
- Expansion opportunities influenced
- Customer satisfaction (CSAT / NPS)
Required Experience
- 3-5 years in Customer Success, Service Delivery, or Account Management
- Experience working with managed services (SOC, NOC, MSP, MSSP)
- Exposure to enterprise or regulated industries (Healthcare, FSI, Government) preferred
- Experience working in a multi-vendor technology environment
- Technical & Domain Knowledge
- Understanding of SOC operations (SIEM, MDR, XDR, incident response), NOC operations (monitoring, availability, performance) and ITSM processes (incident, problem, change)
