Customer Success Manager

About us

As CyberSentriq embarks on its journey as a new company, we are excited to announce our MSP-first approach, AI-driven capabilities, and the integration of TitanHQ and Redstor. Our strategic goals are aligned with our vision to become a high-growth, innovative cybersecurity platform targeting $100M ARR by 2028.

CyberSentriq is committed to providing cutting-edge cybersecurity solutions that empower Managed Service Providers (MSPs) to deliver exceptional services to their clients. With our AI-driven capabilities, we aim to enhance threat detection, response, and prevention, ensuring the highest level of security for businesses of all sizes.

The integration of TitanHQ and Redstor into our platform further strengthens our offerings, providing comprehensive protection against cyber threats and data loss. This collaboration enables us to deliver a unified solution that addresses the evolving needs of the cybersecurity landscape.

Join us in our mission to revolutionise the cybersecurity industry and achieve our ambitious growth targets.

Customer Success Manager

We are seeking a dynamic and motivated Customer Success Manager to join our tribe. As a Customer Success Manager, you will play a vital role in ensuring our customers' success throughout their journey with CyberSentriq. You will be a passionate customer advocate with a proven track record of delivering exceptional experiences, retaining customers, and driving product adoption. You will know how to build strong relationships, how to understand customers' needs and pain points, and be committed to ensuring customers achieve their desired outcomes with our products.

This role will be based out of our Galway office, but we are also open to candidates remote in Ireland

Role & Responsibilities :

Proactively engage with your MSP and Direct client book of business on a regular basis, creating Customer Success Plans, leveraging various data sources to ensure you can understand your customers' current sentiment, product utilization, goals and objectives ultimately driving them to solid return on investment

Stakeholder management - know all and every contact of relevance within an account to ensure a holistic understanding of your clients' decision making process and business objectives

Collaborate and facilitate with internal colleagues across Go To Market, Tech Support, Product, Engineering and Marketing to ensure an optimal customer experience at key journey experiences

Proactively manage client risk, renewal management, forecasting and associated processes to identify customers at risk and ultimately mitigating churn whilst collaborating with your internal supporting functions

Provide industry awareness and enablement to your clients tying back to feature / functionality adoption with the CyberSentriq suite of products where relevant and / or aiding cross-sell opportunities

Data accuracy and system hygiene across accounts

Be the voice of the customer providing insights and feedback to senior stakeholders in Customer Success, Product and Support

Expected Experience

A proclivity for and love of technology - advantageous with SaaS experience

Proven experience in a Customer Success or other related role

Proven experience in Customer Success Planning and Account Mapping

Business acumen - understanding of client operating models and budget cycles

Numerate and results focused

Personable with strong relationship building skills

Strong problem solving and facilitative skills with a love of finding solutions

Structured, self-motivated, organized with the ability to prioritize and work off of own initiative

A team player with ability to work across multiple teams and hierarchies

Solid presentation skills with confidence across different client personas