Remote Customer Success Manager

Summary

Join Cyware, a cybersecurity startup that unifies threat intelligence, automation, threat response, and vulnerability management with data insights. As the Customer Success Manager, you will be responsible for customer onboarding, training, support, and technical enablement.

Requirements

• US Citizenship is a requirement of this position in accordance with 8 U.S.C 1324b(a)(2)(C)
• Qualified candidates must have experience as a CSM or in a similar customer-facing role
• Prior cybersecurity experience is required and technical experience in threat intelligence is strongly preferred
• Excellent oral presentation and customer interaction skills
• Technical and troubleshooting skills in at least one software application or technology
• A proven track record of Technical Account Management or other relevant experience
• Experience in managing multiple stakeholders and projects
• A listener who is customer-oriented and attentive to their needs
• Critical thinker and problem-solving skills
• Team player
• Good time-management skills
• Great interpersonal and communication skills
• Experience in using software for sales such as Salesforce, Churn Zero, or other CSM tools
• Experience with security applications and security defense infrastructure

Responsibilities

• Teaches one or more technical classes
• Regularly participates in cross-functional projects
• Owns and maintains training function within the Customer Success department
• Manages multiple projects/tasks with minimal supervision
• Serves as the technical point of contact for Customer Success Managers
• Escalates technical issues and questions to the engineering and development teams
• Communicates effectively, both verbally and written, with management, team members, and other departments
• Balances long and short-term goals by prioritizing activities
• Actively creates and participates in curriculum planning sessions for new product training
• Recommends and implements solutions when project issues arise
• Build strong customer relationships, especially with key customer stakeholders and sponsors
• Always strive to provide exceptional customer experience
• Manage customer expectation and lead them to customer satisfaction
• Make sure all deliverables arrive in good order, on time, and fulfill customers’ requirements
• Keep track of key account metrics
• Communicate the progress to both internal and external stakeholders
• Take initiatives in identifying growth opportunities
• Collaborate with our team to achieve sustainable growth