Customer Success Manager

Merit Cyber-Security specializes in providing top-notch cybersecurity solutions tailored for startups and small to medium-sized businesses (SMBs).

We based our company's culture around our experience on customer's needs. With 200+ customers, the combination of our cutting-edge solutions and managed services generates a powerful suite of protection and security enhancement that best fits our customers.

Role Description

We’re looking for an Entry-Level Position, Customer Success Manager, who thrives in fast-paced environments and enjoys working closely with both customers and internal teams.

In this role—you’ll be deeply involved in onboarding, maintaining, imporving, and expanding customer engagement.

You’ll own the full customer lifecycle, act as the voice of the customer internally, and play a key role in driving adoption, retention, and growth.

This role is our first Customer Success hire, so you will experience real ownership, impact, and oppotunity to shape process while influencing direction.

Responsibilities

• Act as the main point of contact for customers, ensuring strong engagement and satisfaction.

• Manage contract renewals, including coordination, follow-up, and negotiation when needed.

• Maintain continuous communication and lead regular check-ins, including QBRs and executive reviews.

• Identify, generate and lead post-sale oppotunities and customer expansion s by understanding customer needs and security roadmaps.

• Partner closely with Sales to drive upsell and cross-sell opportunities.

• Collect customer feedback and help shape our offering & solutions.

• Contribute to CRM accuracy and customer data management.

Qualifications (Must Have)

• 2-4+ years of experience in Customer Success, Account Management, Technical Support or similar client-facing roles (Cybersecurity Preferred)

• Fluent, professional English with strong communication skills

• Strong client-facing presence and ability to build and maintain trust 

• High ownership mindset — you take responsibility, follow through, and able to work independently

• Comfortable working with technical systems and platforms

Nice-to-Have (Strong Advantage)

• Experience in cyber security, MSSPs, or Integration

• Experience working with technical teams (Product, Engineering, TAMs, Solutions Architects)

• Background in technical support or customer-facing technical roles

• Experience in early-stage startups or building processes from scratch