Associate Customer Success Manager

Cyderes; Quebec; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player in cybersecurity is seeking a dedicated Associate Customer Success Manager to enhance client satisfaction and retention. This role involves managing client portfolios, building strategic relationships, and ensuring the delivery of exceptional service outcomes. The ideal candidate will possess strong communication and analytical skills, a passion for solving cybersecurity challenges, and a commitment to fostering client success. Join a dynamic team where your contributions will significantly impact client relationships and drive growth in a fast-paced environment.

Qualifications

• Experience in customer-facing roles with a focus on support and service.
• Strong analytical and problem-solving skills for quick resolution.

Responsibilities

• Manage a portfolio of clients, driving retention and growth.
• Serve as the primary contact for clients and stakeholders.

Skills

Customer Service Skills

Analytical Skills

Communication Skills

Problem-Solving Skills

Relationship Management

Project Management

Cybersecurity Knowledge

Education

Bachelor's Degree

Cybersecurity Certifications

Tools

SOC/Service Desk Experience

Technical Background in Cybersecurity

Job description

Associate Customer Success Manager

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Cyderes (Cyber Defense and Response) is a full lifecycle cybersecurity services provider offering managed security services, identity and access management, and professional services to manage cybersecurity risks for enterprise clients. We specialize in complex, multi-technology environments with agility to address advanced cyber threats. Leveraging our global presence and extensive experience, we enhance our clients’ cyber outcomes through comprehensive cybersecurity services. Our operations are based in the United States, Canada, the United Kingdom, and India.

About the Role:

The Customer Success team at Cyderes is dedicated to ensuring our customers achieve their desired outcomes. We focus on helping clients prevent threats and maximize value from our services and security solutions. The team collaborates closely with clients and their security teams to guide their journey, improve their security posture, and serve as the voice of the customer within Cyderes. We are responsible for customer health, retention, and strategic alignment to facilitate growth and expansion. Customer Success Managers act as catalysts for collaboration, ensuring the customer's voice influences our actions.

We are seeking a dedicated and innovative Associate Customer Success Manager (ACSM) to join our team. This role is ideal for someone passionate about solving cybersecurity challenges, interested in working with advanced technologies, and eager for a dynamic environment with new challenges daily.

Responsibilities:

• Manage a portfolio of clients, driving retention, growth, and expansion.
• Serve as the primary contact for clients, stakeholders, and internal teams.
• Schedule and lead meetings focused on service outcomes and operational reviews.
• Own the customer journey, ensuring delivery of service elements and value realization.
• Build strategic relationships with key stakeholders such as Directors, Executives, and security professionals.
• Define success criteria and KPIs with clients.
• Coordinate with Sales to align on objectives and contract milestones.
• Prepare and deliver monthly reports and business reviews to demonstrate value and ensure satisfaction.
• Act as a frontline technical resource for best practices and customer inquiries.
• Engage with Security Operations, Product Management, Engineering, and Platform teams as a customer advocate.
• Assess customer needs and recommend additional services to enhance security posture.
• Provide enablement and guidance to ensure adoption and value of services.
• Create and manage customer journey materials, playbooks, success plans, and project plans.
• Demonstrate ownership, accountability, and a client-focused mindset.

Requirements:

• Experience in a customer-facing, support, or service role.
• Knowledge of cybersecurity concepts, controls, and best practices.
• Excellent communication, presentation, organization, and administrative skills.
• Willingness to travel periodically.
• Strong analytical and problem-solving skills with quick resolution capabilities.
• Relationship management and customer service skills.
• Experience in strategic thinking and tactical execution to ensure customer satisfaction and retention.
• Confident demeanor, even in stressful situations.
• Bachelor’s degree, cybersecurity certifications, or equivalent experience.
• Proven project management skills.
• Technical background with hands-on experience in cybersecurity technologies.
• Experience with SOC/Service Desk or team leadership roles.
• Certifications such as CISSP, Security+, ITIL, etc.
• Technical experience in security, infrastructure, troubleshooting, systems administration, networking, DevOps, or application development (2+ years).

Cyderes is an Equal Opportunity Employer. Qualified applicants are considered regardless of race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.

Note: This posting is for direct applicants only; outside recruiters are asked not to contact us regarding this position.