Customer Success Manager

Swiss Post Cybersecurity; Aarau; Vor Ort; CHF 90.000 - 130.000; Vollzeit

Zusammenfassung

Swiss Post Cybersecurity seeks a Customer Success Manager to strengthen customer cybersecurity posture and maximize value from SOC, SIEM, and SOAR services. You will manage onboarding, enable adoption, and drive renewal conversations with a focus on risk reduction and outcomes.

You will liaise with security stakeholders and business partners, translating complex services into actionable use cases while tracking adoption, satisfaction, and health metrics across the customer lifecycle.

Qualifikationen

• Experience managing customers across the full lifecycle in managed services, cybersecurity, IT services, or technical SaaS.
• Ability to translate complex products into customer-focused use cases.
• Experience with customer success metrics such as adoption, NPS, satisfaction, churn risk, and health scores.

Aufgaben

• Serve as the primary point of contact for assigned customers and build long-term relationships.
• Lead onboarding and implementation to deliver early value.
• Explain and operationalize SOC, SIEM, and SOAR capabilities for customers.
• Conduct security-focused service reviews covering cyber risk, detection coverage, and incident handling.
• Monitor customer health metrics and mitigate risks related to adoption, satisfaction, or retention.
• Coordinate cross-functional efforts to resolve issues and improve outcomes.
• Lead renewal discussions with Sales and identify growth opportunities.

Kenntnisse

Lifecycle management

Security awareness

SOC/SIEM/SOAR

CRM proficiency

Jobbeschreibung

Sophie Cartier

As a Customer Success Manager (CSM) within our Cyber Defense Center, you play a critical role in helping our customers strengthen their cybersecurity posture and reduce cyber risk. You combine relationship management, security awareness, and outcome-driven thinking to help customers get maximum value from our SOC, SIEM, SOAR, and incident response services.

Join our team and defend the digital future with us!

Your tasks

• Serve as the primary point of contact for assigned customers and build long-term, trusted relationships
• Lead onboarding and implementation processes, ensuring smooth handover and early value realization
• Help customers understand and operationalize our SOC, SIEM, and SOAR capabilities in the context of their threat landscape, business risks, and regulatory requirements
• Conduct regular security-focused service reviews, including topics such as cyber risk and threat exposure overview, detection coverage and use-case maturity or incident handling performance
• Monitor customer health metrics and proactively mitigate risks related to adoption, satisfaction, or retention
• Coordinate cross-functional efforts to resolve issues and improve customer outcomes
• Lead renewal discussions in collaboration with Sales and identify growth opportunities aligned with customer needs

Your Skills

• Proven experience managing customers across the full lifecycle, from onboarding to renewal, in managed services, cybersecurity, IT services, or a technical SaaS environment
• Strong ability to understand complex products and services and translate capabilities into customer-relevant use cases
• Experience working with customer success metrics such as adoption rates, NPS, customer satisfaction, churn risk indicators, and customer health scores
• Strong curiosity and genuine interest in cybersecurity, with initial experience and a willingness to deepen expertise in the field
• Proficiency using CRM systems (e.g. Dynamics), customer portals, and service reporting tools
• Excellent communication skills and comfort working with security stakeholders as well as non-technical business partners
• Native-level French and very good English, knowledge of German is an advantage