Staff Customer Success Manager

Role overview Serve as a strategic post-sales partner for a portfolio of large enterprise customers using cybersecurity products. You’ll help customers reach their goals, deepen product adoption, and maintain strong long-term relationships while coordinating internal teams to resolve challenges and demonstrate ongoing value.

Responsibilities - Manage relationships with roughly 5–15 enterprise accounts, acting as the customer advocate and coordinating onboarding plans, goals, and success measures. - Guide adoption through regular customer meetings, account health reviews, quarterly business reviews, and roadmap discussions. - Identify risks to customer outcomes or retention, track account status and engagement, and act on relevant health indicators. - Coordinate with sales, renewals, support, services, and product teams to resolve escalations and deliver timely outcomes. - Travel as needed, approximately one to three times per quarter, to support customer relationships.

Requirements - Professional fluency in English for working with an international customer base. - Proven customer success experience with large enterprise accounts, ideally organizations of 20,000 or more employees. - Strong relationship-building skills and a customer-first approach to managing expectations and satisfaction. - Technical aptitude to understand complex customer challenges and provide practical guidance. - Excellent written and verbal communication, attention to detail, analytical thinking, and ability to work independently.

Nice to have - Experience with a customer success platform such as Totango and with Salesforce. - Cybersecurity experience or familiarity with security concepts and terminology.

Benefits and work setup The role is remote from a home office in Italy, with periodic travel. Listed benefits include equity programs, leave and parental leave, medical and insurance coverage, an employee assistance program, and home office, internet, mobile, and flexible benefits allowances.