Customer Success Manager

OBJECTIVE

The Customer Success position will model the Netrio mission, vision, and values each day, functioning as a guide for daily accountabilities and responsibilities. As a Customer Success Manager, you will play a key role in ensuring our customers achieve maximum value from our services and solutions.  You will be the primary point of contact for our clients and will work closely with them to understand their needs, manage the delivery of our services, and ensure overall satisfaction. 

KEY RESPONSIBILITIES :

CUSTOMER ONBOARDING & RELATIONSHIP MANAGEMENT :

1. Serve as the primary point of contact for assigned customer accounts, building strong, long-lasting relationships.

1. Oversee the successful onboarding of new clients, ensuring they understand the full capabilities of the security services provided.

1. Conduct regular check-ins with customers to monitor their satisfaction, address concerns, and identify areas for improvement or growth.

1. Develop a deep understanding of each customer’s security goals, challenges, and priorities to offer tailored guidance and recommendations.

CUSTOMER ADVOCACY & RETENTION :

1. Act as the customer advocate within the company, collaborating with internal teams to address customer issues and deliver exceptional service.

1. Proactively identify and mitigate risks that could lead to customer churn, including identifying security gaps or service disruptions.

1. Monitor customer usage, adoption, and health metrics, ensuring customers are achieving desired outcomes from the security solutions.

1. Help customers understand and implement recommendations from security assessments, audits, or security posture reviews.

1. Drive customer retention and upsell opportunities by highlighting additional services or products that can enhance their security.

MONITORING & REPORTING :

1. Track and report on key performance indicators (KPIs) related to customer success, such as satisfaction scores, renewals, and service utilization.

1. Review and communicate key security metrics and trends to customers, ensuring they understand the value delivered by the managed security services.

1. Collaborate with technical teams to ensure customer incidents, alerts, or service requests are promptly addressed and resolved.

COLLABORATION & CROSS-FUNCTIONAL ENGAGEMENT :

1. Work closely with Sales, Technical Support, Security Operations, and Product teams to ensure seamless customer service and alignment on client goals.

1. Assist in product/service enhancements by providing customer feedback, trends, and market insights.

1. Provide input on customer-facing materials, documentation, and resources to improve client understanding and engagement with security services.

QUALIFICATIONS:

1. Experience: Minimum of 3-5 years of experience in customer success, account management, or related roles, preferably within the cybersecurity or managed security services industry.

1. Education: Bachelor's degree from an accredited College or University with courses in Sales, Marketing, Communications, Business, or related field (or equivalent experience).

1. Technical Knowledge: Understanding of network security, cybersecurity concepts, and managed security services (firewalls, intrusion detection systems, vulnerability management, etc.) is a plus.

1. Customer-Centric Mindset: Proven track record of building and maintaining strong customer relationships with a focus on customer satisfaction and retention.

1. Communication Skills: Strong written and verbal communication skills, with the ability to convey complex security and technical concepts in an understandable manner.

1. Problem Solving: Ability to proactively identify challenges and work with both customers and internal teams to resolve issues.

1. Project Management: Strong organizational skills with the ability to handle multiple tasks and customer accounts simultaneously.

1. Sales Acumen: Comfort with identifying and pursuing upsell or cross-sell opportunities in a consultative, non-salesy manner.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals.  Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, executives and other employees of the organization.

MATHMATICAL SKILLS

Ability to apply advanced mathematical concepts.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions of customer requirements. Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.

OTHER QUALIFICATIONS

Requires the ability to operate various office equipment to include a computer, voice mail, copier, fax, and calculator. Requires the ability to operate various software such as word processing, spreadsheets and databases. Also requires the ability and driving record of someone able to commute independently to and from client sites.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.