Customer Success Manager & Presales Engineer (Hybrid Role)

Rayzone Group, a leading cyber intelligence solutions provider, is seeking a dynamic and technically skilled Customer Success Manager (CSM) to join our growing team. This role begins as a maternity leave replacement focused on Customer Success and will evolve into a hybrid position combining CSM and Presales Engineering responsibilities.

This is a unique opportunity to be the key point of contact for strategic customers worldwide, ensuring their ongoing success while also supporting new business opportunities with technical expertise and tailored solution demonstrations.

Key Responsibilities

Customer Success (Initial & Ongoing)

• Build and manage trusted relationships with key customers across international markets.
• Serve as the primary point of contact for customers, ensuring satisfaction, retention, and effective solution adoption.
• Deliver client training sessions, onboarding, and post-deployment support.
• Act as the customer's advocate internally, working cross-functionally with product, delivery, R&D, and support teams.
• Monitor customer success metrics and proactively identify opportunities for upselling or growth.
• Apply your understanding of the intelligence or cyber space to guide customers in maximizing product value.

Presales (Evolving Scope)

• Partner with the sales team to map customer needs to Rayzone's technological capabilities.
• Lead technical product demos and Proof-of-Concepts (POCs) for prospective customers.
• Prepare technical documentation, solution presentations, and responses to RFPs/RFIs.
• Customize product demonstrations to address the operational or strategic needs of various stakeholders (e.g., CISOs, law enforcement officers, intelligence professionals).
• Stay updated on market trends, competitor offerings, and use-case innovation.

2-5 years of experience in customer success, presales, field support, or training roles.

• Background in cyber intelligence, law enforcement, or defense-related organizations is essential.
• Technically proficient with an ability to grasp and explain complex systems clearly.
• Exceptional interpersonal and communication skills, both verbal and written (English required).
• Demonstrated success working with government clients (B2G), particularly in security or intelligence sectors.
• Comfortable navigating terms like taxonomy, ontology, and system architecture.
• Able to travel internationally as needed.

Preferred Qualifications

• Experience creating technical proposals, tenders, RFPs, or RFIs.
• Bachelor's degree in computer science, engineering, intelligence, or a related field.
• Fluency in additional languages and/or dual nationality/passport.
• Knowledge of cyber threat intelligence platforms and methodologies.

Key Attributes

• Self-starter with a proactive, customer-centric mindset.
• Strong analytical, troubleshooting, and problem-solving skills.
• Confident in presenting to both technical teams and senior decision-makers.
• Collaborative, with a track record of success in fast-paced, mission-critical environments.