Client Success Manager

We help the world Be Everyday Ready™

Today’s threatscape is relentless. So are we. At Cyderes, we specialize in building practical IAM, exposure management, and risk programs, and stopping active threats fast with MDR that works with your existing security tools — all augmented by AI and driven by seasoned operators. Our tireless global team is laser-focused on cybersecurity, arming organizations with the people, platforms, and perspectives they need to conquer whatever tomorrow throws their way.

The Customer Success team at Cyderes is everyday ready and has the responsibility to ensure our customers achieve their desired outcomes. We are laser focused on helping our customers stop threats and ensuring our clients receive maximum value from our services and security solutions. The Customer Success team partners closely with our clients and their security teams to guide their customer journey, to advance their security posture, and operate as the voice of the customer within Cyderes. We are responsible for customer health, retention, and strategic alignment that enables expansion and growth. Customer Success Managers act as catalyst of collaboration within Cyderes to ensure our clients' voice is at the center of everything we do.

We are looking for a dedicated, creative, and experienced Customer Success Manager (CSM) to join our Customer Success team. This is an exciting opportunity for someone who thrives on solving customers’ cyber security problems, is energized by working with interesting technologies, and desires a dynamic environment with new challenges and opportunities every day.

Responsibilities:
• Manage assigned book of business and drive retention, growth, and expansion with your clients

• Establish a trusted security advisor relationship, become an advocate, and partner with your clients.

• Responsible for scheduling and hosting client meetings focused on service outcomes and operational reviews.

• Drive and own the customer journey, ensuring client service elements are appropriately delivered and driving outcomes and value for your clients.

• Proactively monitor client health, drive client engagement, and ensure prompt companywide response to client requests and critical path objectives.

• Responsible for creating and delivering quarterly and strategic executive business reviews.

• Create, manage, and nurture a strategic relationship with key stakeholders including Directors, Executives, line of business leaders, and security professionals.

• Primary point of contact for client and client contacts, stakeholders, and team members

• Work with your clients to define success criteria and key performance indicators.

• Partner with your clients to advance and strengthen their cyber security posture using frameworks like MITRE; Ensure our clients are everyday ready with threat informed defense.

• Partner with Sales Account Executive to align on key customer objectives and contract milestones.

• Create and/or deliver monthly reports to ensure established success criteria are being met, ensure client realizes value from service, and drive client retention.

• Engage with Security Operations as a customer advocate to drive delivery excellence.

• Engage with Product Management as the customer advocate on product roadmap discussions.

• Engage with Engineering and Platform teams as an advocate for your client base.

• Analyze customers’ needs and recommend additional services or solutions to enhance and advance their security posture.

• Provided enablement and guidance for clients to ensure adoption and value of services in scope

• Create, own, manage, and share appropriate customer journey materials, playbooks, success plans, and project plans for key focus areas.

• Managed customer escalations and operate as the voice of the customer within Cyderes

• Demonstrate extreme ownership, accountability, teamwork, and client focused mindset.

Requirements :
• Minimum 2 years of experience in prior Customer Success role

• Minimum 3 years cyber security experience; Experience of cyber security controls (EDR, SIEM), frameworks (MITRE, NIST, etc.), and/or security operations (SOC, IR, Engineering).

• Experience with MSSP Security Operations, Security Service Delivery, and/or Security Consulting

• Project management experience; Experience creating, owning, and managing projects to completion with documented artifacts and completion certificates.

• Exceptional verbal and written communication, presentation, organization, and administrative skillsets required

• Strategic account planning and relationship management skill sets; Experience with presenting to and gaining alignment with C-Suite and client executives.

• Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution and follow-up for critical tasks

• Proven success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment

• Strong presence with a high confidence and calm demeanor, in even the most stressful situations

• Bachelor’s degree, cyber certifications, or equivalent years of relevant experience

• Willingness to travel based on customer and business need

WHY CYDERES?

Benefits that go beyond the basics, we support our people so they can do their best work.

✔ Medical Insurance - Employee + dependents covered

✔ Life Insurance - Protection for what matters most

✔ Retirement Match Program - We invest in your future

✔ Hybrid Work Model - 2–3 days in office

✔ Maternity & Paternity Leave - Time for the moments that matter

✔ Paid Time Off - PTO + sick & casual leave

✔ Bereavement & Volunteer Time - Give back to your community

✔ Professional Development - Reimbursement program

✔ LinkedIn L&D Platform - Thousands of courses at your fingertips

✔ Mobile Phone Reimbursement - Stay connected, on us

Cyderes is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.

Note: This job posting is intended for direct applicants only. We request that outside recruiters do not contact us regarding this position.