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Cybersecurity Customer Success Manager

2 months ago

Dallas, Texas, United States Cyberbit Full time

Cyberbit Range is a leading global cybersecurity training platform, serving Fortune 500 companies, universities, government agencies, and military organizations. Our innovative platform utilizes real-world attacks and reverse-engineered malware within a virtual corporate network, enabling users to hone their skills in defending against live threats using industry-standard security tools.

As a **Cybersecurity Customer Success Manager**, you will play a pivotal role in fostering strong relationships with our valued clients, ensuring their satisfaction and maximizing the return on investment (ROI) they achieve through Cyberbit Range. Your expertise will guide customers towards successful adoption and utilization of our platform, driving renewals, expansion opportunities, advocacy, and overall solution growth.

Responsibilities:
  • Develop and implement customer success processes, metrics, and playbooks tailored to the Cyberbit Cloud Range product.
  • Cultivate retention and growth among key accounts by understanding their unique business needs and collaborating closely with internal teams to facilitate renewals and expansion opportunities.
  • Gain a deep understanding of customer outcomes through direct communication, analysis of customer health metrics, NPS surveys, and other feedback mechanisms.
  • Document, analyze, and track interactions, identifying potential roadblocks and risks within the customer journey. Communicate these insights to Product Management for continuous improvement.
  • Lead new customers through a comprehensive onboarding process, including configuration, user orientation via Train-the-Trainer courses, and ongoing post-implementation support.
  • Design personalized learning paths for customers, ranging from introductory courses to advanced incident response scenarios, aligned with their specific goals.
  • Build and maintain strong relationships at all levels within the customer organization.
  • Achieve technical proficiency in Cyberbit products, content, and use cases.
  • Serve as the primary technical point of contact for customers throughout their lifecycle, advocating for their needs and providing valuable input into product development, marketing, and sales processes.
  • Collaborate with customers to develop, deliver, and execute customized customer success plans that outline critical success factors.
  • Drive customer adoption through training and the promotion of best practices, consistently delivering incremental value.
  • Monitor the adoption and usage rates of assigned accounts to ensure optimal platform utilization.
Requirements:
  • Minimum 5 years of experience in a customer-facing role such as customer success, professional services, or account management.
  • Proven track record within the cybersecurity SaaS industry.
  • Solid understanding of cybersecurity principles, methodologies, and products. A strong advantage if you possess hands-on experience with security operations.
  • Demonstrated technical aptitude and problem-solving skills.
  • A history of delivering exceptional value to customers.
  • Self-motivated, proactive team player with a strong learning mindset.
  • Exceptional communication skills, highly organized, collaborative, detail-oriented, and possess excellent interpersonal skills.
  • Experience in building and nurturing relationships while mitigating churn and driving engagement and renewals.
  • Results-driven mentality with a focus on achieving measurable outcomes.
  • Strong analytical skills, capable of translating data into actionable insights.
  • Proficiency in Microsoft Excel is highly beneficial.
  • Prior experience in cybersecurity training or education is a plus.