Customer Success Manager - Cyber Security

Account Management:

• Manage and nurture relationships for a client accounts, ensuring high levels of customer satisfaction and retention.

• Conduct Quarterly Business Reviews (QBRs) and Annual Business Reviews (ABRs) to assess and enhance customer engagement.

• Visit customers twice a year to strengthen relationships and understand their evolving needs.

Cybersecurity Expertise:

• Provide expert guidance on threat intelligence, data leak prevention, and other cybersecurity issues.

• Act as a security analyst, offering insights and recommendations based on threats generated by CloudSEK s platform.

• Collaborate with customer security teams to ensure optimal usage of CloudSEK s solutions.

Customer Engagement:

• Develop and execute customer engagement strategies to build strong relationships with key stakeholders, including CXOs and CISOs.

• Foster customer champions within client organizations to drive advocacy and referrals.

• Generate and share client-specific quality reports, gathering feedback to continuously improve service delivery.

Revenue Generation and Retention:

• Identify opportunities for upselling and cross-selling CloudSEK s products and services.

• Ensure on-time renewals and maintain a high customer retention rate.

• Source referrals and participate in revenue generation activities.

Product Usage and Feedback:

• Ensure 100% product usage for features subscribed by the customers.

• Conduct configuration reviews and provide recommendations for product enhancements.

• Gather and analyze customer feedback to contribute to product development and improvement.

Operational Excellence:

• Maintain accurate records of customer interactions and activities in CRM systems.

• Contribute to the team by sharing knowledge, conducting training sessions, and writing internal articles.