Customer Success Manager

we are seeking its first Customer Success Manager to establish, lead, and scale the Customer Success function.This is a unique opportunity to build the Customer Success discipline from the ground up - defining processes, methodologies, and customer engagement models - while working directly with strategic customers.You will initially operate as an individual contributor, owning key customer relationships end-to-end, while laying the foundation for a global Customer Success organization. Over time, you will play a central role in hiring, structuring, and leading the Customer Success team as it grows.
This role requires a combination of strategic thinking, operational execution, and strong customer-facing capabilities in a fast-paced cybersecurity environment. You will serve as a strategic advisor and primary point of contact for customers, driving adoption, ensuring satisfaction, and helping customers achieve their business and security objectives. You will work cross-functionally with Sales, Product, Support, and MDR teams to advocate for customers and continuously improve their experience.
Main Responsibilities:
You will split your time between hands-on customer management and building the Customer Success function .
Customer Ownership & Delivery:
Build and maintain strong, long-term relationships with customers, acting as their primary point of contact
Drive product adoption and value realization aligned with customer goals and business outcomes
Proactively monitor customer health, engagement, and usage to identify risks and opportunities
Manage customer satisfaction, track customer health, and identify churn risks early
Conduct regular check-ins, business reviews, and executive-level engagements
Handle escalations and ensure timely resolution in collaboration with Technical Support, MDR, and Engineering teams
Support post-incident activities, including managing RCA requests
Manage non-standard or out-of-scope customer requests (e.g., audits, custom reports)
Retention, Growth & Advocacy:
Identify and mitigate churn risks, improving retention and long-term customer success
Detect and drive expansion opportunities in partnership with Sales
Act as the voice of the customer, influencing product roadmap and priorities
Manage feature requests and serve as the bridge between customers and Product teams
Track and report on key success metrics such as retention, expansion, NPS, and CSAT
Building the Customer Success Function:
Define and implement Customer Success methodologies, processes, and best practices
Establish customer lifecycle frameworks, success plans, and engagement models
Design and implement customer health scoring and success metrics
Build scalable processes for onboarding, adoption, and ongoing engagement
Collaborate cross-functionally to define ownership boundaries and workflows (Sales, Support, MDR, Product)
Lay the foundation for a global Customer Success organization, including hiring plans and team structure
Over time, recruit, onboard, and lead a high-performing Customer Success team