Customer Success Manager

Role overview

Manage a portfolio of commercial cybersecurity accounts, building trusted relationships and helping customers understand the value and outcomes of their security programs. The role centers on retention, renewal forecasting, and account growth, working with technical specialists who provide deeper product and security support. The position is intended for someone based in the Pacific time zone of the United States.

Responsibilities

- Own renewal health across a customer portfolio, forecast renewals, and address risks early; target annualized bookings retention of 95% or higher. - Build relationships with security practitioners, managers, economic buyers, and executive stakeholders. - Lead business reviews that connect security services to customer goals and measurable results. - Identify expansion opportunities and coordinate with account executives on cross sell, upsell, and overage discussions. - Bring together support, security, product, and other teams to resolve customer needs and explain investment value. - Coordinate customer communications during security incidents and take part in an escalation on call rotation a few times each year.

Requirements

- At least two years of B2B customer success or account management experience. - At least two years of cybersecurity industry exposure, such as security operations, consulting, governance, risk and compliance, products, or incident response. - Experience managing complex, multi stakeholder relationships and improving retention or account growth. - Consultative communication skills, including the ability to build trust with both technical teams and executives. - Familiarity with MDR, EDR, SIEM, NDR, cloud security, and security frameworks such as NIST CSF. - Basic negotiation and conflict management skills. A degree or relevant certifications are helpful but not required.

Benefits and work setup

Remote first, with a Pacific time zone location requirement. Compensation includes a $93,900–$136,200 USD base salary range, plus bonus and equity; the stated target base range for this hire is $105,000–$126,000. Benefits include flexible paid time off, parental leave, health coverage, and work location flexibility. Employment authorization in the United States is required; visa sponsorship is not available.