Customer Success Manager

We are seeking a passionate and driven Customer Success Manager (CSM) to join our growing team. We empower our clients to combat threats and protect their citizens. In this critical role, you will play a pivotal role in ensuring our customers achieve maximum value from our intricate technology, fostering strong relationships, and driving long-term success.

Responsibilities

• Proactive Engagement: Actively engage with customers, building trust and fostering collaborative relationships. Proactively identify their challenges and opportunities for improvement, providing ongoing guidance and support to maximize their success.
• Technical Expertise: Possess a deep understanding of cyber intelligence concepts, threat landscapes, and the technical intricacies of our product. Translate complex technical details into actionable insights for customers, bridging the gap between technology and operational relevance.
• Client Advocacy: Champion the voice of the customer within the organization, communicating their needs and feedback to internal teams to drive product development and improvement.
• Relationship Management: Build and maintain strong relationships with key stakeholders across customer organizations, including executives, analysts, and investigators. Cultivate a deep understanding of their unique needs and challenges to tailor support and exceed expectations.
• Problem-solving and Escalation: Effectively resolve customer issues, troubleshoot technical problems, and escalate critical situations to the appropriate internal resources.

Qualifications

• Fluent Russian speaker - MUST
• Minimum 3 years of experience in a customer-facing role, preferably within the B2G, cybersecurity, defense or intelligence domain - MUST
• Strong understanding of cyber threats, intelligence methodologies, and investigative techniques
• Proven ability to translate complex technical concepts into clear and concise language for non-technical audiences
• Excellent communication, presentation, and interpersonal skills
• Ability to build and maintain strong relationships with clients at all levels
• Strong analytical and problem-solving skills
• Proactive and results-oriented with a passion for customer success