Customer Success Manager
CyderesPosted 3/17/2025
Customer Success Manager
Cyderes
Job Location
Job Summary
Cyderes Managed Services is seeking a Customer Success Manager to join their team. As a key member of the Customer Success team, you will provide technical support to customers, create strategic relationships with stakeholders, and analyze customer needs to recommend additional services or solutions. You will also engage with Security Operations and Product Management to ensure speedy resolution of events and product roadmap discussions. With 2+ years of hands-on security experience, excellent analytical skills, and exceptional communication skills, you will drive customer satisfaction and retention in a fast-paced environment. Cyderes is an Equal Opportunity Employer (EOE) and offers flexible remote work options, $4,000/year travel stipends, and equity in a fast-growing company. Apply now to join the Customer Success team and contribute to the growth of this business.
Job Description
Cyderes (Cyber Defense and Response) is a pure-play, full life-cycle cybersecurity services provider with award-winning managed security services, identity and access management, and professional services designed to manage the cybersecurity risks of enterprise clients. We specialize in multi-technology, complex environments with the in speed and agility needed to tackle the most advanced cyber threats. We leverage our global scale and decades of experience to accelerate our clients’ cyber outcomes through a full lifecycle of cybersecurity services. We are a global company with operating centers in the United States, Canada, the United Kingdom, and India.
About the Role:
The Customer Success team within Cyderes Managed Services has the responsibility to ensure that our customers achieve their desired outcomes. By demonstrating value, managing and orchestrating the customer journey, and managing risk we keep our customers healthy and drive expansion and advocacy. The Customer Success team also acts as a catalyst of collaboration within CYDERES and other solutions while maintaining the voice of the customer. We are looking for a dedicated and creative Associate Technical Customer Success Manager (CSM) to join the Customer Success team. This is an exciting opportunity for someone who thrives on solving customers’ cyber security problems, is energized by working with interesting technologies, and desires to contribute improvements to our core product offerings and grow this business.
Responsibilities:
- Provide technical support for customers to support pre-sales and post-sales processes.
- Create a strategic relationship with key stakeholders including Directors, Executives, line of business leaders, and security professionals.
- Work with internal Sales Team and the customer to define success criteria and key performance indicators.
- Prepare and perform monthly reports and quarterly business reviews to ensure established success criteria are being met.
- Function as a frontline technical resource for “best practice” and informal customer questions.
- Engage with Security Operations as a customer advocate to ensure speedy resolution of events.
- Engage with Product Management as the customer advocate on product roadmap discussions.
- Analyze customers’ needs and recommend additional services or solutions to enhance their security posture.
- Deliver training to user groups to support organizational adoption.
Requirements:
- Technical knowledge with 2+ years of hands-on Security / Infrastructure / Troubleshooting / Systems Administration / Networking / DevOps / Applications Development experience is required
- Prior experience as a member of the SOC/Service Desk or a SOC/Service Desk Team Lead
- Bachelor's Degree in Computer Science or relevant field
- Solid technical background with hands on experience in cyber security technologies
- Willingness to travel periodically based on customer and business need
- Excellent analytical skills & problem solving skills, combined with the ability to provide quick resolution to problems
- Exceptional verbal and written organizational, presentation, and communication skills
- Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast paced environment
- Strong presence with a high confidence and calm demeanour in even the most stressful situations
- Know-how and drive to build relationships
- Proven project management success
Cyderes is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.
Note: This job posting is intended for direct applicants only. We request that outside recruiters do not contact us regarding this position.
