Customer Success Manager

Summary

Join GuidePoint Security as a Customer Success Manager and become a primary advocate for Mid-Atlantic commercial customer relations. You will coordinate with project management, oversee professional services engagements, and provide senior oversight for GuidePoint’s largest professional services customers. Daily interaction with GuidePoint personnel and customer stakeholders is expected. This role bridges communication between account executives, delivery engineers, consultants, project managers, and client leadership to enhance delivery and customer experience. The ideal candidate will be a player-coach, leveraging creativity and experience to advance this function within GuidePoint, laying a foundation for growth and expansion in the Mid-Atlantic Region.

Requirements

• Bachelor’s degree preferred
• Proficient with Microsoft Office/Microsoft Project/Atlassian Jira/Atlassian Confluence
• Prior Experience running / developing / executing Customer Success Programs for Professional Service firms and/or Vendors within the cybersecurity or Information Technology domain(s)
• Demonstrated knowledge of commercial / vendor program management
• Demonstrated exceptional leadership, communication, time management, facilitation, and organizational skills
• Up to 10% on-site travel required

Responsibilities

• Support elite/strategic accounts, this includes but not limited to
• Professional Service Engagement management
• Produce executive-level metrics, reporting, and manage SLAs
• Support Large Scale Security Projects and be able to speak to the project at all levels of organization (network, dev/ops, database administrators, server team, storage, cloud, etc) and not just the security stakeholders to drive progress and reputation for GuidePoint
• Manage MSSP Partner Relationships as well as support GuidePoint Managed Service as a customer advocate to ensure as well as monitor for performance, efficiency, and operations
• Interface regularly with Project Managers, Account Executives, Sales Operations, and delivery teams to capture relevant client details and intelligence
• Advise account team on customer roadmap items and opportunities within the account and help drive sales and adoption of GuidePoint services
• Adhere to GuidePoint Security Core Values
• Other duties as assigned

Benefits

• Remote workforce primarily (U.S. based only, some travel may be required for certain positions, working on-site may be required for Federal positions)
• Group Medical Insurance options: Zero Deductible PPO Plan (GuidePoint pays 90% of the premium for employees and 70% for family plans (spouse/children/family) or High Deductible Health Plan with HSA (GuidePoint pays 100% of the employees premiums and 75% for family plans (spouse/children/family) and GPS will contribute in one lump sum: ($500 per EE annually / $1000 per family annually (includes spouse/children/family options)
• Group Dental Insurance: GuidePoint pays 100% of the premium for employees and 75% of family plans
• 12 corporate holidays and a Flexible Time Off (FTO) program
• Healthy mobile phone and home internet allowance
• Eligibility for retirement plan after 2 months at open enrollment
• Pet Benefit Option