Customer Success Manager (Cyber Crisis Management & Readiness)

Company Description

Cytactic was founded to help organizations mitigate the impact of cyber crises they might face in a world of ever-growing cyber attacks. The company's platform digitally orchestrates cyber crisis management, readiness processes, and training using data-driven insights to make them smart and effective.

Role Description

This is a full-time hybrid role for a Customer Success Manager (Cyber Crisis Management & Readiness) at Cytactic. We are seeking an experienced CSM with a strong background in cybersecurity, a solid understanding of legal frameworks, and expertise in SaaS software delivery. In this strategic role, you will drive customer satisfaction, retention, and expansion by ensuring clients achieve their desired outcomes through effective utilization of Cytactic's platform.

Key Responsibilities:

• Customer Relationship Management: Develop and maintain strong, strategic relationships with customers to deeply understand their needs, drive adoption of Cytactic’s platform, and ensure long-term success.
• Primary Customer Liaison: Act as the primary point of contact, managing communication and expectations throughout the customer journey.
• Proactive Customer Engagement: Regularly engage with customers to anticipate needs, address potential issues proactively, and identify opportunities to deliver additional value through Cytactic's platform.
• Seamless Customer Onboarding: Lead a seamless onboarding process for new customers, ensuring their smooth integration with Cytactic's platform.
• Cyber Training Delivery: Conduct comprehensive training sessions tailored to various organizational roles, from technical teams to executive leadership (CLO, CMO, CISO, CIO, etc.), enhancing clients' proficiency and ensuring they derive maximum value from the platform.
• Cyber Crisis Simulation Facilitation: Act as the primary liaison for customers throughout the tabletop exercise (Cyber Crisis Simulation) scenario building lifecycle, ensuring seamless integration of their business, legal, and cybersecurity processes into Cytactic’s platform for effective TTX execution and successful platform utilization.
• Cyber Crisis Management Support with Cytactic Platform: Ensure effective crisis management and swift recovery by leveraging the platform's capabilities.
• Voice of the Customer Advocacy: Act as the voice of the customer within Cytactic, gathering and analyzing feedback to inform product development and enhancement.
• Strategic Upselling and Expansion: Identify opportunities for upselling additional products or services and implement strategies to increase customer retention and expansion.

Requirements:

• Cybersecurity Proficiency - MUST: Strong understanding of cybersecurity frameworks, compliance standards, and regulations (e.g., NIST CSF 2.0, GDPR), and risk management methodologies. Familiarity with cybersecurity tools, platforms, and protocols is essential.
• Experience: Minimum of 3 years in a Customer Success or Account Management within the cybersecurity industry, preferably in a SaaS company. Demonstrated success in driving SaaS software adoption, engagement, and retention through structured Customer Success methodologies.
• Education: Bachelor’s degree in a related field.
• Communication Skills: Excellent written and verbal communication skills in English; proficiency in additional languages is a plus.
• Certifications: Cybersecurity certifications such as ECIH, CISSP, CISM, or similar are highly advantageous.
• Adaptability and Continuous Learning: Ability to thrive in a fast-paced, dynamic start-up environment and manage multiple priorities effectively.
• Travel: Willingness to travel up to 15% as needed to support customer engagements and training sessions.

Why Join Cytactic?

• At Cytactic, you'll be part of a forward-thinking team dedicated to enhancing organizational resilience against cyber threats. We offer a collaborative work environment, opportunities for professional growth, and the chance to make a significant impact in the cybersecurity landscape. Your role will be instrumental in shaping the success of our customers and contributing to the evolution of our platform.