Description:
We are seeking an experienced Customer Success Manager with a strong background in cybersecurity, a solid understanding of legal frameworks, and expertise in SaaS software delivery, particularly in areas such as Incident Response (IR) and SOC. In this strategic role, you will drive customer satisfaction, retention, and expansion by ensuring clients achieve their desired outcomes through effective utilization of Cytactic’s platform.
Key Responsibilities:
- Develop and maintain strong, strategic relationships with customers to deeply understand their needs, drive adoption of Cytactic’s platform, and ensure long-term success.
- Act as the primary point of contact, managing communication and expectations throughout the customer journey.
- Regularly engage with customers to anticipate needs, address potential issues proactively, and identify opportunities to deliver additional value through Cytactic’s platform.
- Lead a seamless onboarding process for new customers, ensuring their smooth integration with Cytactic’s platform.
- Conduct comprehensive training sessions tailored to various organizational roles, from technical teams to executive leadership, enhancing clients’ proficiency and ensuring they derive maximum value from the platform.
- Act as the primary liaison for customers throughout the tabletop exercise (cyber crisis simulation) scenario building lifecycle, ensuring seamless integration of their business, legal, and cybersecurity processes into Cytactic’s platform for effective TTX execution and successful platform utilization.
- Provide immediate and expert guidance during cyber crises to customers utilizing Cytactic’s platform. Ensure effective crisis management and swift recovery by leveraging the platform’s capabilities to support clients in high-stress situations.
- Act as the voice of the customer within Cytactic, gathering and analyzing feedback to inform product development and enhancement.
- Identify opportunities for upselling additional products or services and implement strategies to increase customer retention and expansion.
Requirements:
- Experience: Minimum of 3 years in a Customer Success or Account Management within the cybersecurity industry, preferably in a SaaS company. Demonstrated success in driving SaaS software adoption, engagement, and retention through structured Customer Success methodologies.
- Cybersecurity Proficiency – MUST: Strong understanding of cybersecurity frameworks, compliance standards, and regulations (e.g., NIST CSF 2.0, GDPR), and risk management methodologies. Familiarity with cybersecurity tools, platforms, and protocols is essential.
- Education: Bachelor’s degree in a related field..
- Communication Skills: Excellent written and verbal communication skills in English; proficiency in additional languages is a plus.
- Certifications: Cybersecurity certifications such as Certified Incident Handler (ECIH), CISSP, CISM, or similar are highly advantageous.
- Adaptability and Continuous Learning: Ability to thrive in a fast-paced, dynamic start-up environment and manage multiple priorities effectively.
- Travel: Willingness to travel up to 15% as needed to support customer engagements and training sessions.
