Customer Success Manager
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Job Description
Customer Success Manager in a cybersecurity company enhancing customer application management and security practices. Strategically driving customer success through engagement and value delivery.
Responsibilities:
- Own and strategically manage a portfolio of customers, prioritizing high-value accounts and proactively driving adoption, retention, and expansion opportunities aligned to Cerby’s revenue goals.
- Guide customers through the full lifecycle with a focus on outcomes, ensuring measurable value delivery, expanding their use of Cerby’s platform, and leading renewal planning and execution.
- Develop and execute customer growth plans by identifying expansion pathways, influencing key stakeholders, and partnering with Account Executives to drive upsell and cross-sell motions.
- Lead recurring business reviews and executive conversations, using data and insights to present forward-looking security strategies and demonstrate ROI.
- Serve as the strategic connector across Cerby, collaborating closely with Sales, Onboarding, Solutions, Product, Engineering, and Support to accelerate customer success and revenue impact.
- Become a Cerby platform authority, maintaining deep product expertise and providing prescriptive recommendations that maximize customer value and security outcomes.
- Act as the voice of the customer, synthesizing feedback, escalating risks, driving resolution of issues, and championing improvements across the Cerby experience.
- Continuously refine and scale Customer Success processes, contributing to operational efficiency, playbook development, and the evolution of Cerby’s customer engagement strategy.
Requirements:
- 5+ years of experience managing a SaaS customer portfolio, with a strong track record of driving retention, adoption, and expansion across enterprise accounts.
- Demonstrated ability to deliver measurable customer outcomes through strategic engagement, value planning, and executive-level relationship management.
- Strong communicator and influencer who can simplify complex concepts and build trust with both customers and internal stakeholders.
- Consultative in approach, with experience leading customer discovery, identifying value drivers, and guiding customers toward meaningful outcomes.
- Comfortable working with technical concepts and translating them into clear customer value.
- Highly organized and accountable, with the ability to manage multiple customers, priorities, and cross-functional workstreams.
- Hands-on experience owning renewals, identifying expansion opportunities, and managing risk.
- Data-informed mindset, using customer health signals, usage trends, and feedback to prioritize action and improve outcomes.
- Experience in Identity, Access, or Security technologies is a plus.
- Professional proficiency in English and Spanish is required.
Benefits:
- Competitive salary
- Flexible work hours
- Professional development budget
- Home office setup allowance
- Global team events
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