Customer Success Manager
Core
Primary point of contact and trusted advisor for executive stakeholders, guiding onboarding, adoption, and retention of cyber-physical systems protection platforms.
Role type
Senior Customer Success Manager (Cybersecurity/OT)
Builds
Customer retention, long-term value realization, and strategic account growth for mission-critical infrastructure.
Domain
Cybersecurity, Operational Technology (OT), Industrial Networks
Deliverable
production ML models
Required skills
Executive stakeholder management, complex account management, product fluency, discovery and problem-framing, networking standards (TCP/IP, routing, switching, DNS, DHCP), cybersecurity principles, OT environment experience, SIEM/SOAR familiarity, AI platform usage
Preferred skills
Industrial automation vendor experience, Gartner Magic Quadrant knowledge
Technologies
Staircase AI, Gemini, Claroty Platform, SIEM, SOAR
Responsibilities
Align business goals with product value, lead proactive product enablement, monitor usage data and health indicators, synthesize customer needs for Product/Sales roadmap, lead complex escalation workflows, leverage AI for health metrics and executive summaries
Seniority
Senior, hands-on IC