Customer Success Manager

Job Summary

A company is looking for a Principal Customer Success Manager.

Key Responsibilities

• Drive gross retention and renewal rates for a designated portfolio of customers
• Build and maintain strategic relationships with key decision-makers and ensure customers articulate the value provided
• Identify systemic gaps in customer journey and implement improvements while mentoring less experienced team members

Required Qualifications

• 8+ years of customer success or account management experience, with a significant portion carrying renewal quota
• At least 4 years of experience in the security industry (operations, products, consulting, GRC, or incident response)
• Experience managing complex B2B customer relationships with multiple stakeholders, including C-level executives
• Proven track record of driving retention and identifying growth opportunities
• Thorough understanding of the cybersecurity market and sufficient technical fluency to address most customer inquiries