Customer Success Lead

SRA’s mission is to level up every day to protect our clients and their customers. This begins with our team members and their experience. SRA prides itself on maintaining a culture where team members have a shared sense of support and belonging, consistent with our It’s Personal company value. At SRA, we prioritize transparent career pathing, varied DEI programming and community groups, competitive benefits including mental health support, and an emphasis on a sustainable, healthy, and engaging work culture. SRA has twice been named a Best Place to Work by the Philadelphia Business Journal.

These Essential Functions, Requirements, and Skills are guidelines. If you are a candidate who does not meet this exact job description but can demonstrate excellent organization, attention to detail, professionalism, flexibility, and self-direction in your professional background, we hope you apply. SRA values a diverse workplace and strongly encourages people of all backgrounds to apply. 

Summary/Objective 

SCALR Sight is looking for a Customer Success Manager to serve as the primary interface between our clients and internal delivery team. This role is client facing and will be responsible for leading status calls, communicating project updates, helping translate platform capabilities into business value, and ensuring alignment between customer needs and development efforts.

This is a strong growth opportunity for someone who wants to build a career at the intersection of customer success, project leadership, product understanding, and delivery coordination.

This role is critical to the continued growth of SCALR Sight. It combines customer engagement, delivery coordination, product understanding, and business communication into one high-impact position. Over time, the role becomes a trusted connector between customers, delivery, and business growth efforts. It is an ideal opportunity for someone who wants to grow into a leadership-oriented role and play a meaningful part in shaping both the customer experience and the future of the platform.

Requirements:
Essential Functions 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Client Communication: Lead status calls, deliver project updates, and build strong client relationships through clear, consistent communication, dealing with difficult conversations with professionalism.

• Delivery Coordination: Support scrum ceremonies, keep tasks and timelines on track, manage requirements and scope documentation, and ensure alignment between client expectations and technical realities.

• Platform Enablement: Develop a working understanding of the SCALR Sight platform and confidently communicate its capabilities, use cases, and differentiators to customers and prospects.

• Sales & Content Support: Help create customer-facing materials, presentations, and messaging that support both customer success and business development.

• Process Improvement: Identify opportunities to formalize repeatable workflows around delivery, communication, and handoffs.

Supervisory Responsibility 

N/A

Work Environment 

This job operates in a professional office environment or remotely as needed/required. This role routinely uses standard office equipment.  

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear; use hands to finger, handle, or feel; and reach with hands and arms. The employee frequently is required to stand and walk. This is a largely sedentary role.

Candidates with disabilities are encouraged to apply and email [email protected] with any questions. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of this role. 

Position Type/Expected Hours of Work 

This is a full-time position, and hours of work and days are Monday through Friday 8:30am to 5pm. Occasional evening and weekend work may be required as job duties demand. 

Travel 

Up to 25%

Required Education and Experience 

• Punctuality and timely attendance to external client and internal stakeholder needs.

• Strong communication and presentation skills across technical and non-technical audiences

• Organized and process-oriented, comfortable managing multiple workstreams

• Confident facilitating meetings, tracking action items, and holding teams accountable

• Adaptable, open to feedback, and motivated by continuous improvement

Preferred Qualifications and Experience 

• Residence in Eastern time zone preferred.

• Experience in customer success, project management, account management, or a related client-facing role

• Familiarity with software delivery processes and working alongside technical teams

• Experience running status meetings or scrum ceremonies

• Background in consulting, SaaS, cybersecurity, or technology services is a plus

• Exposure to scope management, change-management tracking, or commercial project health is a plus

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

EEO Statement 

Security Risk Advisors is an Equal Opportunity Employer and prohibits discrimination or harassment of any kind. All employment decisions at SRA are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, marital or family status, veteran status, medical condition, or any similar category protected under federal, state, or local laws.

Benefits:
Work with Experts: Robust internal training program, plus company-paid external training. SRA recognizes the value of professional development for employees. Therefore, we encourage our employees to pursue continuing education and role-specific training.

Corps Training Program: Our SRA Corps training program is a six-week experience for new hires that begins with one week of orientation at our Philadelphia headquarters. Whether new hires are interns, co-ops, or full-time consultants, SRA Corps members meet our founders, learn our values, and experience a day in the life of a cybersecurity consultant. Following orientation, Corps members return to their home office and participate in trainings such as Consulting 101, Enterprise Networks, Cloud Security, and more. Our leaders provide hands-on defensive, offensive, and frameworks bootcamps.

Mental Health Services: SRA has partnered with Betterhelp to provide SRA employees with free mental health support. Betterhelp connects individuals with licensed therapists for chat, video, and phone sessions

Medical/Dental/Other

• Generous medical, dental, and vision benefits at different price points
• Company-paid disability and life insurance
• Company 401(k) plan, including annual 3% safe harbor contribution
• Free patient advocacy service that helps find care providers and resolve insurance queries
• Free on-site wellness programming covering both emotional and physical wellness
• Generous parental leave, sick leave, and vacation policies
• Option to work remotely or with a flexible schedule when needed
• Company-paid cellphone with discounted accessories
• 1-2-3 Give Program: 1. SRA will give $1,000 to a charity of your choice. 2. If you give an additional amount (up to $1,000), then, 3. SRA will match that amount up to $1,000.