Manager - Client Success

Responsibilities:

• Leadership and Mentorship: Guide, mentor, and lead a team of client success managers servicing our clients and being everyday ready. Foster a collaborative and supportive team environment.
• Strategic Oversight: Oversee the development and implementation of client success strategies by the team. Ensure that these strategies align with the overall goals of the Client Success Department and the company.
• Client Value Reviews & Governance: Support client success managers in conducting regular client reviews, demonstrating ROI, strategic retention/growth planning, and providing actionable insights to improve client outcomes. Ensure that the team is executing against client success playbooks, documenting client activity and engagement, and meeting established success criteria.
• Team Development: Develop the skills and knowledge of client success managers. Ensure that the team is well-equipped to handle client needs and challenges.
• Performance Management: Monitor and evaluate the performance of client success managers, providing regular feedback and conducting performance reviews. Set clear goals and expectations for the team.
• Resource Allocation: Allocate resources effectively to ensure that client success managers have the support they need to deliver high-quality service. Manage team workloads and prioritize tasks to meet client needs.
• Cross-Functional Collaboration: Collaborate with cross-functional teams, including Sales, Security Operations, Product Management, and Engineering, to ensure seamless client onboarding, ongoing support, and delivery excellence.
• Security Expertise: Ensure that you and your client success managers are knowledgeable about security, MSSP, and SOC environments. Partner with clients to advance and strengthen their cybersecurity posture using frameworks like MITRE.

Requirements:

• Education: Bachelor's degree in related field, or equivalent years of experience. Cybersecurity certifications such as CISSP, Security+, or equivalent are highly desirable.
• Client Success Experience: Proven experience in a client success or account management role, with a minimum of 5 years in client success, account management, or a related field.
• Strong relationship management: Experience in client strategic client retention and growth, and a focus on pro-active value driven client engagement.
• Leadership Skills: Strong leadership and team management skills, with experience managing a team of client success specialists or account managers.
• Communication Abilities: Exceptional verbal and written communication, presentation, organization, and administrative skills. Ability to present to and gain alignment with C-Suite and client executives.
• Analytical Skills: Excellent analytical and problem-solving skills, with the ability to analyze data and derive actionable insights. Proven success in thinking strategically and executing tactically.
• Security Knowledge: Knowledge and experience in security, MSSP, and SOC environments. Experience with cybersecurity controls (EDR, SIEM), frameworks (MITRE, NIST), and security operations (SOC, IR, Engineering).
• Project Management: Project management experience, with the ability to create, own, and manage projects to completion with documented artifacts and completion certificates.
• Client Success and Security: Minimum of 5 years of experience in client success, account management, or a related field. Experience in security, MSSP, and SOC environments.
• Team Management: Experience managing a team of client success specialists or account managers and/or experience operating as a team lead with demonstrated success in developing and implementing client success strategies.
• Client Advocacy: Proven track record of achieving client retention and growth targets. Experience engaging with Security Operations, Product Management, and Engineering as a client advocate.
• Technical Knowledge: Technical knowledge with hands-on experience in security controls, infrastructure, troubleshooting, systems administration, networking, DevOps, or applications development.
• Client Success / Client Management: Preferred 10 years of experience engaging and delighting clients, building strong relationships, and operating as the voice of your clients.
• Cybersecurity Industry Experience: Preferred 5 years of cybersecurity industry experience
• Security Operations: Prior work experience with MSSP Security Operations
• Industry Certifications: Industry and/or security certifications such as CISSP, Security+, PMP, ITIL, etc.
• Threat Intelligence and Offensive Security: Experience in threat intelligence, offensive security, DFIR, SIEM management, and/or threat hunting.