Customer Success Manager

Summary

Join Cyware as a Customer Success Manager and play a key role in the technical implementation of customer success. You will be responsible for customer onboarding, training, support, and technical enablement. This position requires experience as a CSM or in a similar customer-facing role, along with prior cybersecurity experience. Technical expertise in threat intelligence is strongly preferred. You will teach technical classes, participate in cross-functional projects, and manage multiple projects with minimal supervision. Cyware offers a comprehensive benefits package, including time off, paid holidays, retirement plans, insurance coverage, and professional development opportunities.

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
• 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

Preferred Qualifications

Technical experience in threat intelligence

Benefits

• We offer a comprehensive benefits package including time off, paid holidays, retirement plans, insurance coverage and much more
• We’ll invest in your career. Our company is growing quickly and we will give you the opportunity to do the same. You will have access to a number of professional development opportunities so that you can keep up with the company’s evolving needs
• We offer competitive compensation packages