Role Overview
As Simbian's Customer Success Manager (CSM) for strategic accounts, you'll be the primary liaison for our largest and most important customer post-sales. This high-impact role blends elements of Customer Success, Technical Account Management, and Supportability Product Management. You will drive customers onboarding, champion their needs internally, and co-plan future opportunities to maximize mutual success.
Key Responsibilities
Customer Onboarding & Deployment
o Own the end-to-end onboarding experience, leading deployment and environment integration after the sale.
o Work hands-on with customers to ensure seamless platform implementation and usage.
Customer Liaison
o Serve as the primary point of contact post-sales for our tier-1 and strategic customers.
o Champion the customer's perspective within Simbian, ensuring their needs are represented across product, engineering, and executive teams.
Sales Engineering Collaboration
o Partner with Sales Engineers for technical support, while owning all non technical aspects of customer engagement.
First Line Product Support
o Act as the first line of defense for product support, providing prompt, basic technical assistance and escalating complex issues to engineering.
Customer Relationship Management
o Build and maintain strong, proactive relationships with customer stakeholders.
o Co-plan with strategic customers to identify new opportunities, support farming sales, and drive account growth.
Executive & Opportunity Communication
o Ensure Simbian leadership remains informed on both critical issues and new business opportunities via regular reporting. Customer Feedback & Advocacy
o Collect, synthesize, and forward customer feedback to relevant internal teams for product and service improvement.
Support & Enablement
o Prepare and deliver customer collateral, including QBRs (Quarterly Business Reviews), reporting, and communications.
o Manage updates to customers (e.g., image availability) and ensure ongoing enable
Requirements
Proven experience in customer-facing roles within cybersecurity, SaaS, or technical environments.
Strong communication and interpersonal skills; ability to prepare polished customer collateral and conduct productive business reviews.
Hands-on technical aptitude for basic product use, deployment, and troubleshooting.
Demonstrated ability to champion both customer needs and Simbian's value internally.
Experience supporting large, strategic enterprise customers or similar.
Collaborative mindset with the ability to partner cross-functionally.
High level of integrity, intellectual honesty, and passion for customer success.
Benefits
- Be part of a fast-growing, mission-driven team led by industry leaders.
- Competitive compensation and benefits.
- Opportunity to work with global, market-leading customers and next-generation AI technology.
- Remote-first work environment, with flexibility and periodic travel for strategic engagements.
