Customer Success Manager
Core
Primary point of contact and trusted advisor for executive stakeholders, guiding customers through onboarding, adoption, and complex challenges to drive retention and long-term success.
Role type
Senior Customer Success Manager (B2B SaaS)
Builds
Customer retention, expansion, and successful adoption of cyber-physical systems protection platform
Domain
Cybersecurity / Operational Technology (OT) / Cyber-Physical Systems
Required skills
Executive stakeholder management, product enablement, usage data analysis, cross-functional coordination, complex escalation handling, networking standards knowledge (TCP/IP, routing, switching, DNS, DHCP), cybersecurity principles, OT environment experience, SIEM/SOAR familiarity, AI platform utilization
Preferred skills
Industrial automation vendor experience, Gartner Magic Quadrant knowledge, Forbes Cloud 100 recognition
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 and Sales, lead complex escalation workflows, take ownership beyond defined responsibilities, leverage AI platforms for automation and executive summaries
Seniority
Senior, hands-on IC