Customer Success Manager

Role Summary

We’re looking for an experienced and passionate Customer Success Manager to ensure our customers achieve maximum value from our cybersecurity solution. You will play a vital role in onboarding, driving adoption, and nurturing customer relationships. You will be the customer's advocate within the company and a strategic partner they trust.

Key Responsibilities

• Lead smooth customer onboarding and ongoing relationship management.
• Act as the primary customer point of contact, ensuring satisfaction and retention.
• Proactively guide customers to realize the full value of the platform.
• Troubleshoot product issues, coordinate with technical teams, and ensure timely resolution.
• Translate customer needs into product insights for R&D and Product teams.
• Develop customer success assets — playbooks, FAQs, and troubleshooting guides.
• Manage and update CRM or CSM tools to reflect key activities, renewals, and sentiment.
• Collaborate cross-functionally with Sales, Product, DevOps, and Marketing.
• Contribute to the support playbook, SLAs, and proactive service improvements.

Requirements

• 2+ years in a cybersecurity or technical customer-facing role.
• Hands-on knowledge of firewalls (Check Point, Palo Alto, Fortinet, Cisco) is a must.
• CCNA or equivalent certification strongly preferred.
• Experience with incident response, troubleshooting, and security analysis.
• Strong communication skills and ability to build trust quickly with stakeholders.
• Proven time management and multitasking skills.
• Self-starter with an ownership mindset.

Nice to Have

• Experience with SaaS-based security platforms.
• Exposure to enterprise or MSSP environments.
• Familiarity with CRM/CSM tools like HubSpot, Salesforce.