Customer Success Manager, deepwatch

• 3+ years of experience in customer success, account management, or a related role, ideally in the cybersecurity, SaaS, or technology services industry
• Proven track record of managing complex customer relationships and delivering technology-based services that drive business outcomes
• Strong understanding of the cybersecurity landscape, including threat detection, SIEM (Security Information and Event Management), EDR (Endpoint Detection and Response), and MDR (Managed Detection and Response) solutions
• Ability to communicate technical concepts to both technical and non-technical stakeholders
• Exceptional verbal and written communication skills, with the ability to craft clear, concise, and impactful messaging for diverse audiences
• Experience presenting to and influencing senior-level executives and stakeholders
• Strong problem-solving skills, with the ability to address complex challenges and identify creative solutions in a fast-paced environment
• Demonstrated ability to think critically and manage customer relationships with a focus on long-term value
• A customer-first mentality with the ability to build and maintain strong, trusted relationships
• High emotional intelligence and the ability to navigate challenging conversations and difficult situations with grace
• Strong organizational skills and the ability to manage multiple projects and priorities simultaneously
• Experience using project management tools and techniques to track progress and ensure timely execution of customer initiatives
• Ability to thrive in a fast-paced, ever-changing environment
• Strong desire to learn and grow, with a willingness to deepen your technical knowledge of cybersecurity and related technologies
• Bachelor’s degree in Information Technology, Cybersecurity, Business, or a related field, or equivalent work experience
• Ability to travel 16-25% of the time

Desirable

• As a Customer Success Manager (CSM) at Deepwatch, you will be the primary point of contact for our customers, guiding them through their journey with us.
• You will work cross-functionally with sales, technical operations, and support teams to ensure customer success, retention, and satisfaction.
• In this customer-facing role, you will take a consultative approach to understanding each customer's unique needs, advocate for them internally, and help deliver value that drives positive business outcomes
• You will also play a key role in helping customers maximize their investment in Deepwatch’s managed security services, ensuring that they fully leverage our platform and solutions to meet their security goals.
• If you're a problem solver, a strategic thinker, and a relationship builder, this is the perfect opportunity to make a direct impact on customer satisfaction and business growth at Deepwatch
• Serve as the main point of contact for assigned customers, ensuring a seamless and evolving relationship as their business needs change
• Understand each customer’s organizational structure, goals, and initiatives, leveraging this knowledge to drive results and foster long-term success
• Act as the trusted advisor, providing proactive guidance and ensuring that customers are continuously engaged with Deepwatch’s services
• Collaborate with internal teams (sales, technical, support, and product) to ensure smooth onboarding, timely issue resolution, and alignment with customer expectations
• Coordinate resources across departments to ensure that all customer needs are addressed and deliverables are met on time
• Monitor customer health and satisfaction, using data and metrics to identify areas of improvement and ensure that customers achieve their desired business outcomes with Deepwatch’s solutions
• Capture client reporting needs and work with internal teams to gather and present meaningful metrics that demonstrate the ROI and success of Deepwatch’s services
• Work cross functionally to achieve contract renewals, upsell, and cross-sell opportunities, identifying additional value Deepwatch can provide based on customer needs
• Ensure that customers are fully informed of new features and capabilities, proactively identifying opportunities to expand services
• Prepare and deliver strategic business reviews and presentations to senior executives, showcasing progress, value delivered, and future opportunities
• Tailor communication to different audiences, ranging from C-suite executives to technical teams, ensuring clarity and alignment across all levels
• Manage and resolve customer escalations, working with internal teams to conduct root cause analysis (RCA) and create action plans for resolution
• Serve as the escalation point for customer issues, ensuring timely responses and effective solutions
• Develop and manage detailed project schedules that include timelines, milestones, and deliverables
• Define roles and responsibilities, ensuring that all internal and external team members are aligned on customer expectations and responsibilities