Customer Success Manager

Job Type

Full-time

Description

This position is a Hybrid role and can be based in either our Melville, NY location or our Linthicum, MD location.

We are looking for a technically proficient and proactive Customer Success Manager with a strong drive for results. A CSM will be a key advocate for our customers, ensuring they derive maximum value from CyberMaxx. The primary focus will be to build and maintain strong, long-lasting customer relationships, driving customer satisfaction, retention and growth.

A strong understanding of the customer success lifecycle is essential for this role. The ideal candidate will have experience in mapping and managing the customer journey—from onboarding and adoption to renewal and expansion. You should be able to identify key touchpoints, anticipate customer needs, and implement proactive strategies that drive engagement, retention, and long-term value. Familiarity with customer success metrics, feedback loops, and cross-functional collaboration is critical to ensuring a seamless and impactful customer experience.

RESPONSIBILITIES

• Proactive Customer Communication: Demonstrating value, sharing thought provoking topics, and threat intel.
• Strategic Thinking: Identifying areas for growth and long-term success.
• Relationship Management: Establish and nurture strong relationships with key stakeholders. The CSM is the main point of contact for customer inquiries and concerns.
• Customer advocacy: Encourage satisfied customers to become advocates, participating in case studies, testimonials and referrals.
• Analysis: Identify trends and areas for improvement through analysis of customer data.
• Continuous learning: Stay informed on industry trends, competitors and new technologies, continuously improving knowledge to better serve our customers.

Requirements

WHAT IT TAKES TO BE SUCCESSFUL| QUALIFICATIONS

• Proven experience in a customer relationship facing role within a technical /cybersecurity space.
• Excellent communications and interpersonal skills
• Strong problem-solving abilities and a pro-active mindset
• BA/BS degree or equivalent work experience
• Ability to thrive in a fast-paced, high growth, and rapidly changing environment.
• Experience presenting and engaging with audiences ranging from the End-User to C-Level Executives.
• Ability to collaborate cross-functionally
• Project management experience is also preferred