Customer Success Manager

Location: Hybrid | Hollywood, Florida (Miami area)

Q6 Cyber is looking for an experienced Customer Success Manager to lead customer relationships, drive adoption, and ensure customers get the most out of our cyber threat intelligence solutions.

Reporting to the VP, Customer Success, this individual will manage an assigned portfolio of customers and take ownership of the relationship throughout the customer lifecycle, from onboarding through renewal. This includes understanding each customer's business and priorities, building relationships with key stakeholders, monitoring account health, driving engagement, and identifying opportunities to strengthen the relationship and retain business.

The Customer Success Manager will serve as a primary point of contact for customers and work closely with internal teams to ensure customer needs are met and commitments are delivered. They will lead customer meetings, discuss account performance and intelligence findings, identify opportunities to improve platform adoption, and work with customers to incorporate Q6 intelligence into their existing processes.

This role requires someone who can independently manage customer relationships, recognize potential issues, develop plans to address them, and take action without waiting for direction. The right candidate will bring experience managing business relationships, strong communication skills, sound business judgment, and the ability to balance customer priorities with company objectives.

Join a growing cybersecurity company with an established customer base and a team dedicated to helping financial organizations better protect themselves against cyber threats.

• Account Management: Own and manage an assigned portfolio of customers. Develop strong relationships with key stakeholders, understand each customer's business and priorities, and maintain a clear understanding of the overall account relationship.
• Customer Retention and Renewals: Take an active role in retaining customers and protecting existing business. Monitor account sentiment, identify potential renewal risks, understand the reasons behind customer concerns, and develop plans to address them. Maintain visibility into upcoming renewals and work with the VP, Customer Success on retention strategies.
• Account Strategy: Develop an understanding of each account's current relationship with Q6, including engagement, adoption, customer objectives, and areas of concern. Establish account priorities and develop plans to strengthen relationships and improve the customer experience.
• Customer Engagement: Maintain consistent communication with customers through regular check-ins, account reviews, training, and other touchpoints. Ensure relationships extend beyond day-to-day users and include the appropriate decision-makers and senior stakeholders.
• Platform Adoption: Drive customer adoption of the Q6 platform and its capabilities. Understand how customers are using Q6 intelligence, identify gaps in usage, and work with customers to better incorporate intelligence into their existing processes.
• Customer Meetings and Business Reviews: Lead customer meetings and business reviews covering account performance, platform usage, intelligence findings, progress, and customer priorities. Present relevant information, guide discussions, and ensure meetings result in clear actions and follow-through.
• Customer Health and Risk Management: Monitor account health through platform usage, engagement, customer feedback, relationship strength, and other indicators. Identify changes in customer behavior or sentiment, assess potential risks, and take ownership of plans to address them.
• Customer Onboarding and Training: Oversee the onboarding experience, including information gathering, kickoff meetings, platform access, and customer training. Ensure customers understand the platform and have the resources needed to get started.
• Issue and Escalation Management: Take ownership of customer concerns and escalations. Coordinate with internal teams, manage communication, and ensure issues are addressed through resolution.
• Internal Collaboration: Work closely with Intelligence, Sales, and other internal teams to communicate customer priorities, coordinate deliverables, and ensure commitments are met. Represent the customer's interests while balancing internal resources and business priorities.
• Customer Feedback and Insights: Develop an understanding of customer needs, challenges, and feedback. Identify recurring issues and opportunities for improvement and communicate relevant findings to leadership and internal teams.
• Account Reporting: Maintain accurate account plans, customer health assessments, meeting notes, renewal information, and follow-up activities. Provide management with clear visibility into account status, customer sentiment, retention risks, and areas requiring attention.
• Process Improvement: Contribute to the development and improvement of Customer Success processes, account management practices, and customer-facing resources as the team continues to grow.

• 5+ years of experience in Customer Success, strategic account management, enterprise client services, or a similar customer-facing role.
• Proven experience independently managing a portfolio of business or enterprise customers.
• Experience managing customer retention, renewals, account health, and ongoing customer engagement.
• Ability to build relationships with stakeholders at multiple levels of an organization, including senior leadership and executive decision-makers.
• Strong business acumen and the ability to understand customer objectives, identify challenges, and develop appropriate action plans.
• Experience leading customer meetings, business reviews, and presentations.
• Ability to identify potential account risks, navigate difficult customer conversations, and take ownership of solutions.
• Strong communication, presentation, and relationship management skills.
• Excellent organizational and project management skills, with the ability to manage multiple accounts and priorities.
• Self-motivated and comfortable making decisions, managing responsibilities, and driving initiatives independently.
• Ability to work effectively across internal teams and influence others to meet customer commitments.
• Experience with CRM systems and customer management tools. HubSpot experience is a plus.
• Experience in cybersecurity, fraud prevention, or financial services is a plus.



Q6 Cyber offers a competitive compensation package based on experience and qualifications, along with comprehensive benefits.