Manager, Succès Client Dédié
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Job Description
Customer Success Manager leading senior CSMs and strategic account execution for Flare, a cybersecurity SaaS company. Driving renewals, expansion, executive engagement, and measurable enterprise customer outcomes.
Responsibilities:
- Lead Flare’s Dedicated Customer Success team serving enterprise and strategic accounts
- Coach and develop senior Customer Success Managers in strategic account management, business-level problem solving, renewal risk navigation, and expansion qualification
- Translate the Dedicated engagement model and annual Customer Success strategy into team plans, account coverage, and operating cadence
- Ensure success-plan coverage, EBR quality and cadence, and executive alignment across strategic accounts
- Coordinate with Sales on executive sponsorship, EBR participation, and renewal coordination
- Partner with Customer Success Operations on health-signal accuracy and account-level insights
- Drive team execution against GRR, Expansion, and NPS targets
- Conduct coaching, performance reviews, promotion-readiness assessments, and individual development planning
- Coordinate expansion identification, qualification, and execution within the Dedicated portfolio
Requirements:
- 10–12 years of experience in Customer Success, Account Management, or a customer-facing B2B SaaS role
- Experience ideally in cybersecurity or an adjacent technical domain
- Deep understanding of enterprise customer success delivery, including strategic account planning, executive engagement, QBRs/EBRs, and renewal management
- Working fluency in Customer Success tooling and signal-driven account management, including health scores, adoption data, and forecasting
- HubSpot, ChurnZero, and Pendo experience preferred
- Foundational and growing knowledge of threat exposure management
- Ability to lead strategic account planning and deliver measurable customer outcomes
- Skills in influencing senior stakeholders and navigating complex organizations
- Excellent communication, presentation, and interpersonal skills
- Track record of building trust at executive levels
- Highly organized and adaptable, with the ability to balance multiple priorities in a fast-paced environment
- Bilingual English and French is a strong asset
Benefits:
- Competitive salary
- Bonus structure / uncapped sales commissions
- Stock options
- Health coverage/insurance
- Flexible, work from anywhere
- Unlimited vacation
- Fun company events, including “Flamping”, curling, and rock climbing
- Personal and professional growth opportunities
- People-first company valuing work-life balance
- High-growth, innovative startup with immediate impact and empowerment
- Inspiring and award-winning team
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