Senior Customer Success Manager

Job Summary

Owning a portfolio of complex commercial and enterprise accounts, the full-time Senior Customer Success Manager will drive retention, mentor junior team members, and orchestrate internal resources to ensure customer success in a remote environment.

Key responsibilities

• Drive account-based retention (ABR) toward 95%+ and forecast renewals accurately
• Own strategic relationships with economic buyers and security leaders, leading business reviews focused on outcomes
• Mentor junior Customer Success Managers on complex situations and executive engagement

Required qualifications

• 6+ years of customer success or account management experience in B2B environments
• At least 3 years of experience in the security industry (operations, consulting, GRC, products, or incident response)
• Proven track record of driving retention and growing accounts
• Strong executive presence and ability to navigate complex customer relationships
• Deep security domain knowledge to engage in strategic conversations