Senior Customer Success Manager - Calgary

Cyderes; Calgary; On-site; CAD 100,000 - 150,000; Full time

Job summary

A leading cybersecurity services provider is seeking a Senior Customer Success Manager who will leverage over a decade of industry experience to foster strong partnerships with enterprise customers. This role demands expert knowledge of cybersecurity, customer relationship management, and the ability to drive satisfaction by aligning security strategies with customer needs. Responsibilities include managing escalations, guiding clients through best practices, and analyzing security architecture to enhance service delivery.

Qualifications

• 10+ years in cybersecurity, including SOC operations or incident response.
• 3+ years as a CSM or Technical Account Manager with enterprise security teams.
• Familiarity with MITRE ATT&CK, NIST, or ISO 27001 frameworks.

Responsibilities

• Serve as primary contact for enterprise customers, ensuring engagement and satisfaction.
• Manage customer escalations and act as a customer voice within Cyderes.
• Prepare and lead QBRs, conveying value through operational metrics.

Skills

Customer Relationship Management

Cybersecurity Expertise

Strategic Success Planning

Cross-Functional Collaboration

Communication Skills

Education

Bachelor's degree in Cybersecurity

Equivalent experience

Tools

SIEM

EDR

XDR

SOAR

TIP

Job description

Cyderes (Cyber Defense and Response) is a pure-play, full life-cycle cybersecurity services provider with award-winning managed security services, identity and access management, and professional services designed to manage the cybersecurity risks of enterprise clients. We specialize in multi-technology, complex environments with the in speed and agility needed to tackle the most advanced cyber threats. We leverage our global scale and decades of experience to accelerate our clients’ cyber outcomes through a full lifecycle of cybersecurity services. We are a global company with operating centers in the United States, Canada, the United Kingdom, and India.

Role Description:

We are seeking a seasoned Senior Customer Success Manager (CSM) with a strong background in cybersecurity to lead strategic relationships with our enterprise customers. In this role, you will serve as a trusted advisor to Security Operations Centers (SOC), security engineering teams, and cybersecurity leadership, helping clients derive maximum value from our security products and services.

This role is ideal for a cybersecurity professional with 10+ years of industry experience, including at least 3 years in customer-facing CSM roles where you’ve worked closely with SOCs, incident response teams, detection engineering, and cybersecurity executives.

Responsibilities:

• Customer Relationship Management: Serve as the on-site primary point of contact for the assigned enterprise customer, building strong relationships with security analysts, engineers, SOC managers, and Senior Management
• Drive engagement, retention, and satisfaction by aligning product capabilities with customer security objectives
• Manage customer escalations and operate as the voice of the customer within Cyderes
• Establish a trusted security advisor relationship, become an advocate, and partner with your client
• Cybersecurity Expertise: Understand customer security architecture, threat landscape, and SOC workflows to proactively identify opportunities for improved usage and value delivery
• Translate technical security concerns (SOC response, SIEM tuning, detection coverage, MITRE ATT&CK alignment etc.) into actionable business discussions
• Program Governance & Reporting: Prepare and lead recurring QBRs and service reviews, articulating the value of services through operational metrics, security outcomes, and roadmap alignment
• Track and report KPIs including alert volumes, SLAs, tuning activities, threat detection efficacy, and incident response timelines
• Cross-Functional Collaboration: Liaise with internal security operations, platform management, threat management, and other service delivery teams to advocate for customer needs
• Partner with respective technical leads to ensure timely and successful delivery of service improvements and enhancement to continuously grow maturity of service outcomes
• Engage with Product Management Team as the customer advocate on product and service roadmap discussions
• Strategic Success Planning: Rationalize client's strategic goals to align service delivery with their security maturity goals (e.g., detection engineering uplift, SIEM tuning, log source optimization)
• Guide customers through best practices for improving threat detection, reducing alert fatigue, and evolving SOC and SIEM capabilities
• Demonstrate extreme ownership, accountability, teamwork, and client focused mindset
  
  
  
  
  

Requirements:

• 10+ years of experience in cybersecurity roles, ideally spanning SOC operations, incident response, or detection engineering
• 3+ years as a Customer Success Manager or Technical Account Manager working directly with enterprise security teams
• Strong understanding of SIEM, EDR, XDR, SOAR, TIP and related tools
• Familiarity with frameworks such as MITRE ATT&CK, NIST, or ISO 27001
• Exceptional communication and executive presence with the ability to convey technical concepts to both technical and non-technical audiences
• Experience managing multiple complex client relationships concurrently
• Bachelor's degree in Cybersecurity, Computer Science, or related discipline (or equivalent experience)
• Preferred - Experience at a Managed Security Services Provider (MSSP), MDR/XDR vendor, or security technology company
• Exposure to Microsoft Sentinel, CrowdStrike, SentinelOne, Microsoft Defender, Palo Alto Cortex, or similar platforms
• CISSP, CISM, CRISC, or other relevant cybersecurity certifications
  
  
  
  
  

Cyderes is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.

Note: This job posting is intended for direct applicants only. We request that outside recruiters do not contact us regarding this position.