Customer Success Manager
Core
Own the post-sale experience for commercial and regulated-industry customers, driving onboarding, adoption, renewals, and expansion.
Role type
Senior Customer Success Manager (B2B SaaS)
Builds
Long-term partnerships with security and IT leaders to ensure product adoption and growth
Domain
Cybersecurity SaaS / Secure Mobility
Required skills
Customer lifecycle management, retention strategy, renewal negotiation, expansion pipeline generation, executive relationship building, data-driven portfolio management, CRM proficiency
Preferred skills
Experience with Federal/Defense/Financial/Healthcare customers, knowledge of cybersecurity/VDI/zero-trust, CS playbook development
Technologies
Salesforce, Planhat, Gainsight, ChurnZero, Totango
Responsibilities
Build success plans with clear milestones, monitor health scores to flag renewal risk, lead renewals with Account Executives, generate qualified expansion pipeline, run QBRs showing ROI, act as voice of customer to Product/Engineering
Seniority
Senior, hands-on IC