The Customer Success Manager (CSM) is responsible for ensuring our MSSP clients derive maximum value from our services. The CSM will manage ongoing client relationships, oversee service delivery performance, support renewals and expansions, and act as a key point of contact between the client and internal security operations teams.
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Key Responsibilities:
Serve as the primary point of contact for a portfolio of MSSP clients.
Understand client environments, business goals, and cybersecurity risk profiles to guide appropriate security strategies.
Onboard new clients and coordinate with SOC, engineering, and project teams for smooth deployment.
Monitor and ensure SLAs, KPIs, and contractual obligations are met.
Conduct regular service reviews, including incident summaries, threat trends, and value realization.
Actively manage client retention, renewals, and potential upsell opportunities in coordination with Sales.
Collaborate with technical teams to resolve issues, escalate as needed, and communicate clearly with non-technical stakeholders.
Provide feedback to product and service development teams based on client input.
Track and report on client health metrics and satisfaction scores (e.g., CSAT, NPS).
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Requirements:
Bachelor's degree in Computer Science, Business, or related field (or equivalent experience).
5+ years of experience in customer success, account management, or technical support preferably in MSSP, cybersecurity, or SaaS environments.
