Customer Success Manager

Responsibilities:

• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.

• Being the trusted partner for the customer

• Manage the customer's services and projects within the SaaS platform.

• Collaborate closely with team members and subcontractors to provide products and services.

• Work with the Sales team to support renewals and expansion opportunities.

• Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post-go-live support

• Manage the CSM team, building the team processes & KPI.

Requirements:

• 4+ years’ experience in customer success, account management, or project management, preferably in cybersecurity SaaS companies.

• Strong interpersonal, organizational, and project management skills

• Proven track record of working in a customer-facing role

• Proven experience in IT infrastructure, communication, and cybersecurity.

• Excellent problem-solving and communication skills

• Ability to provide step-by-step training & assistance, both written and verbal

• Knowledge of customer service principles and practices

• Multi-tasking capabilities

• Strong analytical skills, with the ability to translate data into insights

• Experience with Excel

• High proficiency in English

• Advantage: Proficient knowledge in cybersecurity risks, services, products, and solutions.