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Associate Customer Success Manager

Cyderes
Full-time
Remote
United States and Canada
Cyderes (Cyber Defense and Response) is a pure-play, full life-cycle cybersecurity services provider with award-winning managed security services, identity and access management, and professional services designed to manage the cybersecurity risks of enterprise clients.  We specialize in multi-technology, complex environments with the in speed and agility needed to tackle the most advanced cyber threats. We leverage our global scale and decades of experience to accelerate our clients’ cyber outcomes through a full lifecycle of cybersecurity services. We are a global company with operating centers in the United States, Canada, the United Kingdom, and India.

About the Role:
The Customer Success team at Cyderes is everyday ready and has the responsibility to ensure our customers achieve their desired outcomes. We are laser focused on helping our customers stop threats and ensuring our clients receive maximum value from our services and security solutions. The Customer Success team partners closely with our clients and their security teams to guide their customer journey, to advance their security posture, and operate as the voice of the customer within Cyderes. We are responsible for customer health, retention, and strategic alignment that enables expansion and growth. Customer Success Managers act as catalyst of collaboration within Cyderes to ensure our clients' voice is at the centre of everything we do. 
We are looking for a dedicated and creative Associate Customer Success Manager (ACSM) to join the Customer Success team. This is an exciting opportunity for someone who thrives on solving customers’ cyber security problems, is energized by working with interesting technologies, and desires a dynamic environment with new challenges and opportunities every day. 

Responsibilities:

    • Manage assigned book of business and drive retention, growth, and expansion with your clients 
    • Point of contact for client and client contacts, stakeholders, and team members 
    • Responsible for scheduling and hosting client meetings focused on service outcomes and operational reviews 
    • Drive and own the customer journey, ensuring client service elements are appropriately delivered and driving value for your clients 
    • Create and manage a strategic relationship with key stakeholders including Directors, Executives, line of business leaders, and security professionals.   
    • Work with your clients to define success criteria and key performance indicators. 
    • Partner with Sales Account Executive to align on key customer objectives and contract milestones. 
    • Create and/or deliver monthly reports and/or business reviews to ensure established success criteria are being met, ensure client realizes value from service, and drive client retention. 
    • Function as a frontline technical resource for “best practice” and informal customer questions.   
    • Engage with Security Operations as a customer advocate to drive delivery excellence.   
    • Engage with Product Management as the customer advocate on product roadmap discussions.  
    • Engage with Engineering and Platform teams as an advocate for your client base. 
    • Analyze customers’ needs and recommend additional services or solutions to enhance and advance their security posture. 
    • Provided enablement and guidance for clients to ensure adoption and value of services in scope 
    • Create, own, manage, and share appropriate customer journey materials, playbooks, success plans, andproject plans for key focus areas. 
    • Demonstrate extreme ownership, accountability, and client focused mindset 

Requirements:

    • Prior experience in a customer facing role / customer service role / customer support role 
    • Knowledge of cyber security concepts, controls, security operations, and best practices 
    • Exceptional verbal and written communication, presentation, organization, and administrative skillsets required 
    • Willingness to travel periodically based on customer and business need   
    • Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution and follow-up for critical tasks 
    • Strong relationship management, business administration, and customer service skillsets 
    • Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment   
    • Strong presence with a high confidence and calm demeanour in even the most stressful situations   
    • Strong relationship and business management skillsets 
    • Bachelor’s degree, cyber certifications, or equivalent years of relevant experience 
    • Proven project management experience and success 
    • Solid technical background with hands on experience in cyber security technologies  
    • Prior experience as a member of the SOC/Service Desk or a SOC/Service Desk Team Lead  
    • Industry and/or security certifications: CISSP, Security +, PM, ITIL, etc. 
    • Bachelor's degree in computer science or relevant field  
    • Technical knowledge with 2+ years of hands-on Security / Infrastructure / Troubleshooting / Systems Administration / Networking / DevOps / Applications Development experience is required 
Cyderes is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.

Note: This job posting is intended for direct applicants only. We request that outside recruiters do not contact us regarding this position.
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