Customer Success Manager

2 days ago

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Cybeats

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Cybersecurity • IoMT • IIoT • OT • Embedded Security

11 - 50

Description

• Guide new customers through the onboarding process, ensuring they understand the value of Cybeats platform and how it integrates into their cybersecurity strategy. • Tailor training and enablement plans based on customer needs and technical capabilities. • Drive customer adoption of the SBOM Studio by understanding their unique challenges and goals, offering best practices, and delivering personalised recommendations to maximize platform usage. • Serve as the primary point of contact for customer accounts, building strong, trusted relationships with key stakeholders, including Security Architects, DevOps, and compliance teams. • Monitor customer usage, health, and satisfaction metrics. • Regularly report on customer success KPIs, such as renewal rates, net retention, and feature adoption, and proactively address any risks or opportunities. • Act as a customer advocate during any technical issues and escalations, provide initial troubleshooting and support, work closely with engineering team to ensure timely resolution and effective communication. • Identify opportunities to expand customer engagement through new features and additional services.

Requirements

• 3-5 years of experience in customer success, support, account management, or a similar role, ideally within cybersecurity, SaaS, or software management. • Strong understanding of SBOM, open-source security, software supply chain risks, and relevant industry standards (e.g., NIST, OWASP, etc.). • Demonstrated ability to build strong customer relationships, influence decision-making, and drive customer success strategies. • Excellent communication skills, both verbal and written, with the ability to articulate complex technical concepts to non-technical stakeholders. • Strong project management skills and the ability to manage multiple priorities in a fast-paced environment. • Problem-solving mindset with a focus on delivering value and outcomes to customers. • Customer-centric mindset • Strong empathy for customers • Creative approach to problem-solving • Analytical and process-oriented mindset • Demonstrable desire for continuous learning and improvement • Excellent communication and presentation skills • Project Management skills