Customer Success Manager

Job Overview

At Threatcop AI Inc. the role of a Customer Success Manager is crucial in maximising the value our customers derive from our offerings. The CS's primary responsibilities include driving renewals, upsells, and cross-sells, enhancing customer satisfaction, and fostering enduring relationships. By working closely with various internal teams, the CS ensures alignment of goals and swift resolution of issues, ultimately aiming to minimize churn and boost monthly recurring revenue (MRR).

Key Responsibilities

Client Management & Rapport Building-

• Renewal, Upsell & Cross-Sell: Identify growth opportunities and present tailored value propositions to drive renewals, upsells, and cross-sells—reducing churn and boosting monthly recurring revenue (MRR) through dedicated customer education and exceptional service/product experiences.
• Engagement & Relationship Building: Regularly engage with clients to gather feedback, enhance lifetime value (LTV), and improve retention, usage rates, satisfaction scores, and Net Promoter Scores (NPS).
• Escalations & Problem Resolution: Promptly address customer concerns and manage high-priority escalations to maintain trust and ensure a positive ongoing client experience.
• Testimonials & Success Stories: Partner with satisfied clients to collect, compile, and showcase success stories, testimonials, and case studies highlighting positive outcomes.

Project Management-

• Client Onboarding & Project Kickoff: Lead smooth and efficient onboarding processes for new clients, establishing clear expectations and setting the foundation for long-term account success.
• Cross-Functional Collaboration: Partner closely across internal teams (Customer, VAPT, Compliance, Sales, and Accounts) to align project goals, resolve issues swiftly, and enhance overall project success and customer satisfaction.
• Administrative & Data Support: Support Sales, Accounts, and Business Development teams by maintaining data, preparing reporting spreadsheets, creating training collateral, and managing key administrative tasks.

Client Meetings-

• Routine Touchpoints & Feedback Sessions: Host structured meetings with key client stakeholders to gather feedback, review product performance, and build stronger business partnerships.
• Kickoff & Onboarding Sessions: Facilitate initial kickoff meetings and training sessions to walk clients through product/service capabilities and ensure seamless adoption.
• Upsell & Business Reviews: Conduct periodic review meetings to present value propositions, demonstrate ongoing ROI, and discuss strategic opportunities for renewals or expansion.

Qualifications

• Must have a B.Tech/BCA/BSc degree
• 4+ years of experience in Customer Success within a B2B SaaS product company; cybersecurity industry experience is highly preferred..
• Result-oriented with a focus on achieving renewal, upsell, and cross-sell targets
• Excellent communication and interpersonal skills for effective client and team engagement
• Continuous learning mindset to stay updated with the latest trends in cybersecurity.

Why You'll Enjoy Working at Threatcop:

1. Get the fast learning and exciting environment of a startup, combined with the stable work and strong performance of a bigger company. There's lots of room to learn, grow, and share your ideas.
2. We also provide good benefits like health insurance, a gratuity payment, and Employees Provident Fund (a savings plan for your future).
3. We are an equal opportunity employer, where everyone has a fair chance.

About Us:

Threatcop AI Inc. is a leading People Security Management(PSM) company and a subsidiary of Kratikal Tech Limited.

Threatcop helps organizations reduce the impacts of cyber threats by strengthening the cybersecurity posture of employees. With a focus on reducing social engineering and email-based attacks, we transform employees from the weakest link to the strongest line of defense.

Serving over 250+ large enterprises and 600+ SMEs across 30+ countries , Threatcop assists clients in sectors such as E-commerce, Finance, BFSI, Healthcare, Manufacturing, and Telecom with clients like Axis Bank, Gail India, ONGC, MaxLife Insurance, Daman Insurance, UNICOIL, NPCI, Tata Consumer Products and many others. We are a USA-based company, headquartered in Noida with offices in Mumbai, Pune, Bangalore, Chennai, Dubai, and Riyadh.

We use the A-A-P-E (Assess, Aware, Protect, Empower) framework to deliver effective products such as TSAT, TLMS, TDMARC and TPIR to tackle evolving cyberthreats. By focusing on preventing human error, our People Security Management (PSM) approach empowers organizations to foster a culture of cybersecurity awareness to tackle modern cyber threats.

For more details, visit us at: www.threatcop.com