Customer Success Manager

Customer Success Manager

The Customer Success Manager (CSM) is accountable for the post-sale customer journey, from onboarding through adoption, value realization, and expansion. You will orchestrate cross-functional resources to ensure customers achieve measurable outcomes, drive product consumption, and grow with our platform.

The CSM blends customer advocacy with commercial acumen, using data to prioritize actions that improve retention (GRR), expansion (NRR), and overall customer health. This role requires managing a large portfolio of customers, with a primary focus on scaling Commercial and Volume Enterprise customers through a mix of direct touch and digital engagements.

Key Responsibilities:

• Onboarding & Time-to-Value: Lead internal handover, run customer kickoffs, define objectives, success criteria, risks, and roles, and accelerate first value.

• Adoption & Outcome Delivery: Guide customers on technical best-practice deployments, conduct proactive health checks, remove blockers, and increase feature adoption and consumption.

• Success Planning: Build and maintain customer Success Plans, ensuring progress and risks are visible in the CSM platform.

• Customer Value Reviews: Conduct data-driven usage and executive value reviews, tying platform value to business outcomes and identifying expansion opportunities.

• Advocacy & Escalation Management: Act as the customer's internal advocate, coordinating Sales, Professional Services, Support, Product, and Operations to resolve issues efficiently.

• Expansion: Identify growth opportunities based on proven adoption and existing platform or security gaps.

• Churn Prevention: Proactively identify and manage high-risk accounts to minimize churn.

• Partner Collaboration (where applicable): Align with partners on onboarding, adoption, and services delivery.

• Documentation & Communication: Maintain accurate meeting notes, actions, risks, and decisions in the CSM tool and provide clear updates to account teams.

You Have – Qualifications:

• Experience: 3+ years in Customer Success, Services, Systems Sales Engineering, or Support within enterprise software or cybersecurity, with a proven record of driving adoption and outcomes.

• Languages: Fluent in German and English.

• Technical Foundation: Strong technical background, ideally in cybersecurity; experience with SaaS and on-prem environments, networking, operating systems, security concepts (EDR/XDR), and troubleshooting; certifications are a plus.

• Commercial & Analytical Skills: Comfortable working with consumption and value metrics and translating insights into expansion recommendations.

• Communication: Excellent written and verbal skills; confident facilitating executive discussions and handling escalations.

• Tools: Experience with customer success platforms (e.g., Gainsight, Planhat), CRM systems, and collaboration tools (e.g., Teams).

• AI Fluency: Ability to leverage AI tools and insights to personalize engagement, predict churn, and recommend next-best actions at scale.

You Are – Behaviors & Competencies:

• Customer-Centric & Relationship-Driven: Builds trust with key stakeholders and advocates effectively for customer success.

• Ownership-Oriented: Balances customer needs with commercial objectives in a dynamic environment.

• Resilient, Proactive & Adaptable: Self-motivated and able to manage priorities independently under pressure.

• Independent & Organized: Highly structured, with strong documentation and tracking discipline.

• Collaborative Influencer: Works cross-functionally and influences outcomes across diverse teams.

• Exceptional Communicator: Skilled in negotiation, mediation, and leading discussions during critical situations.

• Critical Thinker: Navigates complex customer environments, anticipates challenges, and drives solutions.

A can-do attitude, strong work ethic, and passion for the cybersecurity industry are essential for success in this role.