Customer Success Manager
New
N
NebulockCybersecurity
United States, East Coast hours (EST/EDT)Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- CybersecurityAccount ManagementCustomer SuccessSaaSGenerative AI
Requirements
- 3+ years of experience in Customer Success, Account Management, or a similar client-facing role.
- Strong background working in the cybersecurity or InfoSec industry.
- Willingness and ability to travel up to 25% of the time for in-person client meetings, onsite onboarding, and industry events.
- Proven track record of creating, documenting, and implementing effective customer onboarding and support frameworks in a fast-growing SaaS environment.
- Hands-on experience and high comfort level using modern AI tools (ChatGPT, Claude, Gemini, etc.).
- Exceptional verbal and written communication skills.
- Ability to work East Coast hours (EST/EDT).
Responsibilities
- Travel to customer sites (up to 25% of the time) to lead in-person Strategic Business Reviews, facilitate deep-dive security workshops, and foster high-trust relationships with key stakeholders.
- Take ownership of the customer journey by actively designing, building, and iterating on scalable onboarding workflows and customer support processes from the ground up.
- Leverage Generative AI tools (such as ChatGPT, Claude, or Gemini) to optimize daily workflows, draft support documentation, streamline customer communications, and scale our success initiatives.
- Act as the internal quarterback, seamlessly partnering with Engineering, Marketing, Product, and Sales to deliver a unified, top-tier customer experience.
- Serve as the "Voice of the Customer." Synthesize user feedback, translate complex cybersecurity needs into technical requirements, and partner with Product and Engineering to prioritize feature requests and escalate critical security issues.
- Collaborate with the Sales team to ensure smooth post-sale handoffs, align on customer security goals, identify expansion opportunities, and drive high retention rates.
- Work closely with the Marketing team to identify power users, cultivate brand advocates, and source compelling stories for case studies and testimonials.
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