CustomerSuccessManager

## Accountabilities Own the end-to-end post-sale customer journey, including onboarding, adoption, retention, and expansion for enterprise clients. Drive customer health, satisfaction, and net/gross revenue retention by proactively identifying risks and opportunities. Leverage product usage data, health scores, and predictive analytics to monitor engagement and prevent churn. Build and maintain strong relationships with executive sponsors, security leaders, and key operational stakeholders. Lead strategic business reviews with customers using data-driven insights and value-based storytelling. Partner closely with Sales to support renewals, upsells, and long-term account growth strategies. Manage seamless handoffs from Sales to Customer Success and support successful onboarding and product adoption. Coordinate with Product and Support teams to resolve issues, escalate critical cases, and improve customer experience. Maintain accurate account data, success plans, and engagement tracking within CRM and Customer Success platforms. Continuously improve customer success processes through automation, AI-enabled workflows, and operational best practices. Requirements 5+ years of experience in B2B SaaS roles, including at least 3+ years in Customer Success managing enterprise accounts. Experience working with complex, technical platforms; cybersecurity or security operations experience is highly preferred. Strong proficiency with CRM systems such as Salesforce and Customer Success platforms like Gainsight, Totango, or Planhat. Experience using customer analytics, product usage data, dashboards, and health scoring models. Proven ability to manage senior stakeholder relationships and engage with executive-level decision-makers. Strong communication, presentation, and relationship management skills. Analytical mindset with the ability to translate data into actionable customer strategies. Ability to thrive in fast-paced, high-growth SaaS environments with shifting priorities. E