Customer Success Manager

About Sentinel Blue: Sentinel Blue is a values-driven Managed Security Service Provider (MSSP) committed to safeguarding our clients within the defense industrial base and broader government contracting community. Founded on trust and a relentless pursuit of excellence, our mission is to deliver scalable, comprehensive cybersecurity solutions that empower our partners to achieve long-term sustainability, regulatory compliance, and business success. 

Position Overview: We are seeking a proactive, relationship-driven Customer Success Manager to join our collaborative team. This individual plays a vital role in ensuring our clients receive exceptional support, fully leverage Sentinel Blue’s cybersecurity solutions, and successfully achieve their business, compliance, and security goals. The ideal candidate enjoys problem-solving, excels at translating complex technical concepts into clear, actionable solutions, and demonstrates a strong willingness to expand their expertise in Microsoft Azure and related technologies.

This is a full-time position that is fully remote. 

This position may require access to technology, technical data, or information that is subject to U.S. export control laws and regulations. Employment in this position is contingent upon either verification of U.S. person status as defined under applicable export control regulations (which includes U.S. citizens, lawful permanent residents, and certain protected individuals such as refugees and asylees) or the ability to obtain any required export authorization. The company reserves the right not to apply for an export license and to decline to proceed with any applicant on that basis. All qualified applicants will receive consideration for employment without regard to citizenship status, national origin, or immigration status.

A Day in the Life of a Customer Success Manager Role: The Customer Success Manager starts their day by reviewing client statuses and upcoming engagements, ensuring all customers are on track with their security objectives. They coordinate regular meetings to discuss performance, compliance, and solution effectiveness. Throughout the day, they collaborate closely with internal teams, proactively addressing client inquiries, resolving issues promptly, and identifying opportunities to increase solution adoption and client satisfaction. They continuously gather feedback and translate insights into improvements for our service delivery and products. 

Responsibilities: 

• Serve as the primary point of contact for clients post-onboarding, ensuring a seamless adoption experience, training, and ongoing support.
• Manage incident and issue response by triaging client problems, coordinating escalations, tracking resolution, and providing timely updates and follow-ups.
• Build and nurture strong relationships with clients, deeply understanding their business needs and driving their security maturity.
• Proactively monitor client satisfaction and solution usage, identifying opportunities to enhance value and expand service adoption. 
• Facilitate regular client meetings and performance reviews to align with security objectives and compliance requirements. 
• Collaborate closely across internal teams to ensure smooth delivery of customer requests and timely resolution of issues. 
• Combine account management, technical support, and customer success strategies to deliver exceptional client experiences. 
• Track and report key client success metrics, ensuring retention and satisfaction. 
• Translate customer feedback into actionable insights to improve service delivery, internal processes, and product development. 

Requirements: 

• U.S. citizenship 
• 1-3 years of experience in customer success, account management, or a related client-facing role, preferably within the cybersecurity or technology sector. 
• Exceptional interpersonal and communication skills, capable of clearly conveying complex concepts. 
• Proven ability to manage multiple clients, prioritize effectively, and achieve high customer satisfaction. 
• Strong problem-solving capabilities, with a focus on delivering proactive, strategic solutions. 

Desired Qualifications: 

• Foundational knowledge of Microsoft Azure environments 
• Familiarity with government contracting, regulatory compliance, or cybersecurity best practices 
• Experience in a managed service provider environment 

Benefits: 

• Fully paid individual healthcare, vision and dental insurance for the employee. 
• Paid certification and training opportunities. 
• Three weeks of paid vacation + 10 paid holidays. 
• A supportive environment with a focus on keeping healthy work-life balance. 
• Retirement benefit (401k) with company match.