Manager, Client Success | Remote, USA

Role overview Lead a client success management function that supports a cybersecurity operations portfolio across enterprise customers. This fully remote, U.S.-based role focuses on maintaining and expanding customer relationships, resolving escalations, and driving service quality improvements. The position collaborates cross-functionally to embed customer perspectives into service development.

Responsibilities - Lead and develop the client success team in alignment with organizational objectives. - Manage the full client life cycle, from onboarding through renewal and expansion. - Set, communicate, and meet client expectations while monitoring service delivery for contractual compliance. - Coordinate responses to service interruptions, root cause analyses, and capacity or performance trends. - Develop service action plans and recommend contract changes that improve outcomes and customer satisfaction. - Mentor staff, define best practices, and contribute to continuous service improvement initiatives.

Requirements - Bachelor's degree in Information Technology, Information Security/Assurance, Engineering, or a related field. - Four to seven years of experience in service delivery management, project management, and information technology. - CompTIA Security+ certification or equivalent security/networking credentials. - One or more preferred certifications such as CISSP, GSEC, GCIA, GCIH, or PMP. - Strong problem-solving, interpersonal, verbal, and written communication skills. - Ability to explain business processes and workflows to non-technical audiences.

Nice to have - Consulting background or experience supporting large enterprise clients. - Familiarity with cybersecurity operations service delivery models.

Benefits and work setup Fully remote within the continental United States. Includes professional training resources, inclusive employee resource groups, volunteer opportunities, and the technology needed for productive remote work.