Customer Success Manager (Mid-Market)

3+ years of experience in Customer Success, Account Management, or similar client-facing role at a SaaS cybersecurity company. 2+ years managing a book of business comprised of 25-30 customers with an average ARR of $170,000+. Solid understanding of cybersecurity concepts, technologies, and industry trends. Strong data analysis skills to review customer metrics and measure KPIs.

Develop strong relationships and guide customers through post-sales experience. Partner with sales on customer renewals and expansion opportunities. Monitor and mitigate customer risk, champion customer needs. Conduct executive business reviews. Maintain deep understanding of product and roadmap. Gather product feedback from customers. Deliver against quarterly OKRs and KPI targets.