Customer Success Analyst, Cybereason
DACH
More information about location
Cybersecurity platform
Job no longer available
Cybersecurity platform
501-1000 employees
Job no longer available
More information about location
501-1000 employees
Company mission
To empower enterprises, organizations, and businesses to run their operations with full security confidence.
Role
Who you are
- 3+ years of experience in customer success, technical account management, project management or related customer-facing roles
- Experience in the cyber security domain is highly desirable; other backgrounds in technology, particularly SaaS and enterprise technology, may be considered for exceptionally qualified candidates
- Project management experience with all aspects of the post-sales experience, from small to enterprise-sized customers, spanning tasks from onboarding, product upgrade planning, and providing L1 support to feature training
- Be the voice of the customer internally; bring in the right people to deliver the best Service
- Strong internal and external communication skills
- Salesforce knowledge, metrics-driven
- Ability to travel as needed (<15%)
- For this role you need to speak German and English fluently. Any other language is a plus
What the job involves
- We are seeking a highly motivated, German speaking and tech-savvy Customer Success Analyst to join our dynamic Customer Success Operations team
- The Customer Success Analyst will play a crucial role in driving customer satisfaction and retention by facilitating Executive Business Reviews (EBR’s), monthly cadence calls, and effectively tracking actions outlined in the Customer Success Plan
- The successful candidate will excel in collecting and processing customer feedback, reporting on customer health and key performance indicators (KPIs), and providing actionable insights to optimize the customer experience
- We are considering candidates located in Ireland
- Coordinate and schedule EBR meetings with Enterprise Customers and the Cybereason Account Team
- Prepare presentation materials, agenda, and relevant data insights for EBR meetings
- Capture customers feedback on Cybereason Products and Services, register achievements, challenges, and opportunities for collaboration and growth
- Organize and facilitate monthly cadence calls with assigned customer accounts and the Cybereason Account Team
- Collaborate with internal teams to gather relevant updates and action items for discussion during cadence calls
- Document meeting minutes, action items, and follow-up tasks to ensure accountability and progress tracking
- Maintain a detailed record of actions outlined in the Customer Success Plan for each customer account
- Monitor progress on action items, follow up with internal and external stakeholders as needed, and ensure timely completion
- Update the Customer Success Plan with relevant insights and adjustments based on customer feedback and evolving needs
- Maintain a clear overview of customers' technical health by frequently checking backend versions, sensor versions, and used product configurations against Cybereason best practices
- Track and administer Risk identified by the Cybereason Sales Account Team in the renewal opportunity in Salesforce
- Gather data and metrics related to customer health, satisfaction, and usage of products or services
- Create regular reports and dashboards to track key performance indicators (KPIs) and trends in customer success metrics
- Present findings and recommendations to internal stakeholders, including leadership teams, to inform strategic decision-making
Our take
Cybereason is a cybersecurity endpoint detection and response platform that identifies cyber attacks. The defense platform leverages antivirus, detection and response technology with pre-emptive threat hunting to make clients future-ready against cyber attacks.
While there are a number of companies operating in this space, Cybereason has a strong track record, having helped protect customers such as Motorola, Mitsubishi and Harrods from supply-chain attacks as well as a series of high-profile ransomware attacks like those launched by DarkSide, REvil and Conti groups.
Despite a strong customer base and attracting a high level of investment, Cybereason hasn't been immune to macroeconomic conditions which have affected the overall tech sector, and it carried out a large scale restructuring near the end of 2022. After receiving Series G funding in 2023, Cyberason is expanding its customer base in the US midmarket segment and optimizing its product until market conditions turn around.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-31% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Mar 2025
$120m
LATE VC
Apr 2023
$100m
SERIES G
Total funding: $933.6m
Company benefits
- Unlimited PTO
- Health, Dental & Vision
- Snacks + Beverages (in office)
- Employee Assistance Program
- Fitness Reimbursement
- Pension/401k
Company HQ
Prudential / St. Botolph, Boston, MA
Leadership
Yossi Naar
(Chief Visionary Officer)They worked as a Software Developer for 10 months before spending a combined 6 years at Gita Technologies and Kenshoo. They co-founded Cybereason in 2012.
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