Client Success Manager III
New
B
BlueVoyantCybersecurity SaaS
Remote, US (Eastern Time Zone), Eastern Time ZoneFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in Client Success, Customer Success, Professional Services, IT, Cybersecurity, or related technical customer-facing roles.
- Required Skills
- Project ManagementCybersecurityCustomer SuccessSaaS
Requirements
- Have 5+ years of experience in Client Success, Customer Success, Professional Services, IT, Cybersecurity, or related technical customer-facing roles.
- Have experience managing large, complex enterprise accounts with multiple business units and executive stakeholders.
- Have hands-on experience with the Microsoft Security stack, including Microsoft Sentinel and Microsoft Defender, and be able to discuss technical capabilities, integrations, and customer use cases.
- Have experience driving adoption and value realization for SaaS platforms and managed security services.
- Be able to independently manage strategic customer relationships with minimal oversight.
- Have experience partnering with Sales teams on retention, renewals, and account growth.
- Understand enterprise buying environments and be able to build relationships with key decision-makers.
- Have organizational and project management skills to manage competing priorities.
- Be able to communicate technical concepts to technical and business audiences and create and execute customer success strategies and service improvement plans.
- Have experience developing and improving operational processes, frameworks, and customer engagement models.
- Be able to travel to client sites when required.
- Have a bachelor’s degree in Business, Information Technology, Cybersecurity, or a related field, or equivalent professional experience and certifications.
Responsibilities
- Serve as the primary point of contact for customer requests, communications, and escalations.
- Advocate for customer success across internal stakeholder groups and coordinate engagement across teams.
- Lead recurring customer meetings, operational reviews, working sessions, and escalation calls.
- Manage customer transitions from implementation to steady-state operations, establishing engagement models and communication cadences.
- Drive customer adoption, engagement, and utilization of BlueVoyant products and services.
- Support customer retention initiatives and renewal planning, and partner with Sales to identify growth and expansion opportunities.
- Identify and mitigate customer risks through proactive engagement, churn mitigation plans, and escalation management.
- Prepare and lead Quarterly Business Reviews and customer value discussions.
- Collaborate with Product and Service Delivery teams to resolve customer concerns and provide timely updates.
- Communicate offerings, service deliverables, operating procedures, and customer value.
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