Customer Success Manager
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Job Description
Customer Success Manager managing client accounts for cybersecurity software provider Syteca. Responsible for client relationship management, onboarding, and product feedback.
Responsibilities:
- Serve as the primary point of contact for assigned customer accounts, building and maintaining trusted advisory relationships with IT security teams, CISOs, compliance officers, and system administrators.
- Conduct regular check-in calls and emails to assess customer sentiment, address emerging concerns, and reinforce the value of the Syteca platform in their security posture.
- Track onboarding milestones and keep a pulse on how customers are adopting the platform — identifying which features are being used, which are underutilized, and where additional guidance may be needed.
- Triage and coordinate resolution of customer-reported issues by engaging Technical Support and maintaining transparent communication throughout the resolution lifecycle.
- Document all customer interactions, success plans, risk indicators, expansion signals, and action items in the CRM (e.g., HubSpot) to maintain a complete and current account history.
- Collect, organize, and relay customer feedback, feature requests, and pain points to the Product Management team to inform the Syteca product roadmap and prioritization decisions.
- Proactively inform customers about new key platform functionalities, product updates, and feature releases.
Requirements:
- 2 + years of work experience in related area
- Understanding of cybersecurity principles
- Communication skills (ability to adapt messaging for technical teams, C-level executives)
- Relationship building (establishing trust and long-term advisory partnerships with multiple stakeholders)
- Active listening and empathy (understanding customer pain points and translating them into actionable solutions)
- Ability to quickly learn and master Syteca’s features, architecture, and deployment models.
- English level: Upper-Intermediate and Higher
Benefits:
- Remote/hybrid work according to your needs
- Flexible working hours
- 20 working days of paid annual leave and paid sick leaves
- Necessary equipment - a laptop, monitor, additional accessories
- Career advancement and professional growth
- Personalized learning approach (mentoring, internal courses, knowledge sharing)
- Regular development - experienced team, regular 1:1, development plan according to your needs
- Medical insurance / compensation for sports
- Mental health support and other corporate bonuses
- We celebrate and paid all National Holidays
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