Customer Success Manager - Gold

Customer Success Manager – GOLD

As a Customer Success Manager – GOLD, you will act as a strategic partner, trusted cyber-advisor, and expert product consultant for a portfolio of our most valuable customers. In this senior role, you'll take ownership of complex success initiatives, aligning customer goals with platform capabilities while delivering high-impact, tailored guidance on cybersecurity and product usage. You will also be responsible for managing a small customer support budget to deliver enhanced services and personalized support to your key accounts, ensuring they receive an exceptional, high-touch experience.

Key Responsibilities:

• Own and manage relationships with a strategic portfolio of high-value customers, driving alignment between customer objectives and our platform's capabilities.
• Serve as the customer's trusted advisor on both cybersecurity strategy and product best practices, delivering proactive insights that drive real-world outcomes.
• Manage a dedicated customer support budget, making strategic decisions on resource allocation to ensure exceptional, personalized service for your top-tier accounts.
• Monitor customer health metrics and engagement patterns, identifying risks and implementing early interventions to ensure ongoing value realization and renewal readiness.
• Lead strategic success planning and regular business reviews, ensuring progress toward customer goals and uncovering new opportunities for partnership growth.
• Guide and execute advanced product adoption strategies, aligning product features with each customer's long-term roadmap and industry-specific challenges.
• Stay current on cybersecurity risks, trends, and compliance frameworks, and advise customers on how to proactively protect their people, processes, and platforms.
• Partner with internal teams (Sales, Product, Support, Marketing) to escalate needs, influence roadmap priorities, and ensure a seamless, high-value customer experience.
• Identify upsell and expansion opportunities through deep customer understanding, contributing directly to revenue growth and customer lifetime value.

Experience & Qualifications:

• Minimum of 3 years' experience as a B2B Customer Success Manager is required.
• Cybersecurity industry experience is required, with strong domain knowledge in threat landscapes, security awareness, and mitigation strategies.
• Demonstrated success managing high-value or enterprise-level accounts in a SaaS, technology, or cybersecurity setting.
• Proven ability to deliver strategic guidance and manage executive-level relationships.
• Experience managing customer-facing budgets or discretionary support resources.
• Strong understanding of customer success metrics, success planning, and lifecycle management.
• Excellent communication, consultative, and problem-solving skills.
• Skilled in using customer success tools and CRM platforms (e.g., Gainsight, Salesforce).
• Ability to influence cross-functional teams and advocate for customer needs internally.
• Deep understanding of cybersecurity best practices, frameworks (e.g., NIST, ISO), and real-world implementation strategies.

Performance Metrics:

• Customer Engagement: Maintain deep and regular engagement across stakeholder levels, including executive sponsors.
• Product Adoption: Lead customers through advanced feature usage, ensuring full platform value realization.
• Strategic Milestone Achievement: Deliver consistent progress toward business-critical goals and success plans.
• Cybersecurity Enablement: Provide advanced cybersecurity advice and risk mitigation planning aligned to customer needs.
• Customer Satisfaction: Ensure high CSAT and advocacy across your strategic account base.
• Renewal/Churn Rate: Maintain low churn through high-impact relationship management and value delivery.
• Net Revenue Retention: Drive upsell, expansion, and advocacy in key accounts.
• Budget Utilization: Effectively manage and track a support budget to deliver additional value for your customers.

Statement on Fair Employment and Equal Opportunities: MetaCompliance wishes to ensure equal opportunity is given to all job applicants. This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability.