Customer Success Manager

🌍 Location: US Remote — East / Central preferred

Binalyze is an innovator in Investigation and Response Automation. In an environment where prevention alone is not enough, Binalyze delivers AIR — a browser-based investigation and response automation platform that strengthens cyber resilience by:

• Delivering forensic-level visibility without complexity

• Acting as a force multiplier for defenders through automation

• Enabling seamless, borderless investigation

As we scale post-Series A, we are hiring a Customer Success Manager to own a portfolio of US enterprise security customers. This role carries real revenue accountability, executive exposure, and direct impact on retention and expansion performance.

🔥 What You’ll Do

Reporting to the Customer Success Director, you will own the strategic and commercial success of your portfolio, with accountability for Gross Revenue Retention (GDR), Net Revenue Retention (NRR), and Annual Recurring Revenue (ARR).

You will define account strategy, drive disciplined execution, and ensure Binalyze AIR is embedded in customers’ investigation and response workflows.

Your focus will include:

• Portfolio ownership — Manage 25–40 enterprise customers with clear accountability for retention, expansion, and long-term value creation.

• Strategic account leadership — Execute structured account plans aligned to security priorities and measurable risk reduction outcomes.

• Executive engagement — Lead business reviews with senior security and IT stakeholders, influencing renewal and long-term adoption decisions.

• Proactive renewals — Drive renewal planning well ahead of contract end dates, mitigate risk early, and secure predictable outcomes.

• Expansion growth — Identify and progress upsell and cross-sell opportunities in partnership with Sales.

• Escalation ownership — Coordinate internal technical resources where required while maintaining accountability for resolution and communication.

• Voice of the Customer — Translate customer insights into meaningful product and go-to-market improvements.

• AI & automation — Leverage automated and AI-driven workflows to improve forecasting accuracy and customer outcomes.

You will play a visible role in shaping retention performance and influencing how we serve security teams as we scale.

🧠 What You Bring

• Previous experience in Customer Success, Technical Account Management, or Enterprise SaaS roles with revenue accountability.

• Demonstrated ownership of renewal and expansion targets.

• Experience partnering with cybersecurity, IT, or security operations teams preferred.

• Experience managing complex, multi-stakeholder enterprise accounts.

You bring:

• Strong commercial acumen with fluency in SaaS metrics including GDR and NRR.

• Ability to discuss security workflows and translate product value into executive-level impact.

• Structured account planning and risk management capability.

• Data-driven decision-making using usage and revenue insights.

• Clear communication across technical and commercial audiences.

• High ownership mindset and comfort operating in ambiguity.

🎁 What We Offer

• Direct impact on revenue performance and customer retention.

• A mission-driven environment at the forefront of cybersecurity innovation.

• A culture built on ownership, speed, and accountability.

• Fully remote, flexible working.

• 28 days annual leave + wellbeing days + your birthday off.

• Private medical insurance, including family cover.

• 401K.

• Home office setup support.

• Wellbeing support through Oli

• Monthly entertainment and wellbeing allowances.

• Annual company meet up abroad.

• Salary range 100K-140K

🔗 Apply now or reach out directly at [email protected]