Customer Success Manager

Swiss Post Cybersecurity AG; Vaud; Sur place; CHF 110 000 - 150 000; Plein temps

Résumé du poste

Swiss Post Cybersecurity AG is seeking a Customer Success Manager to strengthen relationships and drive value for customers in our Cyber Defense Center. You will guide onboarding, enable operational use of SOC, SIEM, and SOAR, and run security-focused reviews to manage risks and growth opportunities.

Ideal candidates have strong communication, fluency in French and English, cybersecurity interest, and experience with CRM systems to track adoption and customer health metrics.

Qualifications

• Experience managing customers across the full lifecycle in managed services or cybersecurity.
• Ability to translate complex products into customer-focused use cases.
• Experience with success metrics (adoption, NPS, CSat, churn risk).
• Strong cybersecurity curiosity and willingness to deepen expertise.
• Proficient in CRM systems and service reporting tools.

Responsabilités

• Serve as primary contact and build long-term relationships with assigned customers.
• Lead onboarding and implementation, ensuring early value realization.
• Help customers operationalize SOC, SIEM, and SOAR capabilities within their threat landscape.
• Conduct regular security-focused service reviews and monitor risk indicators.
• Coordinate cross-functional efforts to resolve issues and improve outcomes.
• Lead renewal discussions with Sales and identify growth opportunities.

Connaissances

Customer lifecycle

CRM systems

Communication skills

Cybersecurity curiosity

French & English

Description du poste

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