Senior Customer Success Manager

Zynap Ltd.; Barcelona; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work in Barcelona

Health insurance

Therapy coverage

Flexible benefits program

Job summary

Zynap Ltd. is seeking a Senior Customer Success Manager to own our most strategic accounts end-to-end, ensuring customers realize value from our platform.

You’ll lead onboarding, adoption, renewals, and expansions, coordinating with Sales, Product, and Engineering, in a fast-moving cybersecurity SaaS environment.

Qualifications

• 5+ years in Customer Success, Account Management, or similar at a SaaS company.
• Ownership of onboarding, adoption, renewals, and expansion with retention targets.
• Ability to lead cross-functional alignment across Sales, Technical Services, Support, and Product.
• Excellent communication at executive level in English and Spanish.
• Experience with Customer Success platforms and BI/analytics tools is a plus.

Responsibilities

• Own the full lifecycle for strategic accounts from onboarding to expansion.
• Drive adoption and measurable value from the platform.
• Lead customer enablement and QBRs showing progress at executive level.
• Identify risks and drive cross-functional resolution to prevent churn.
• Advocate for customer needs to influence product roadmap and priorities.

Skills

Customer Success

Account Management

Executive communication

Cross-functional collaboration

Renewals & expansions

Tools

Salesforce

Job description

Zynap is redefining how companies defend themselves in cyberspace, building the first AI agent workflow platform for preventive cybersecurity.

Our AI-driven platform acts as the operational brain for security teams, automating what slows them down, connecting what’s fragmented, and transforming threat intelligence into proactive defense. By combining offensive security, threat intelligence, and AI agents, Zynap helps organizations detect faster, respond smarter, and prevent threats before they spread.

Join us in shaping the future of cybersecurity, where anticipation, foresight, and action redefine protection.

About the role

• At Zynap, we're looking for a Senior Customer Success Manager to own our most strategic accounts end to end, making sure customers consistently realize value from our platform as we scale.
• You'll be the face and voice of Zynap for a portfolio of high-value customers, building trusted, long-term relationships with both business and technical stakeholders (CISOs, SOC leads, MSSP execs) while representing customer needs internally across Sales, Product, and Engineering.
• This is a senior role. Beyond running your own book, you'll set the standard for how we do Customer Success: shaping playbooks, mentoring less experienced CSMs, and taking point on the accounts and renewal conversations where the stakes are highest. To succeed, you should be a proactive, customer-first operator who's comfortable in a fast-moving environment, with the judgment to turn ambiguous customer goals into clear success plans and measurable outcomes.

What you'll do

• Own the full customer lifecycle for strategic accounts, from onboarding and first value through adoption, renewal, and expansion
• Drive product adoption and ongoing engagement, ensuring customers realize sustained, measurable value from the platform
• Lead customer enablement: training and QBRs that demonstrate progress and business impact at executive level
• Proactively identify risks and blockers, and drive timely cross-functional resolution before they become churn signals
• Act as the Voice of the Customer, advocating for customer needs and influencing product improvements and roadmap priorities
• PartnerwithCustomerSEs,Support,Product,andEngineeringtodeliveraseamlessend-to-endexperience and represent customer feedback internally
• Set the CS standard: contribute to playbooks and best practices, mentor other CSMs, and monitor and act on key customer success metrics

What we’re looking for

• 5+ years in Customer Success, Account Management, or a similar role at a SaaS company, including ownership of strategic or enterprise accounts
• Proven track record managing onboarding, adoption, renewals, and expansion across a portfolio of customers, with direct ownership of retention and growth targets (NRR/GRR)
• Ability to own the full customer relationship and drive value realization, risk management, and long‑term success
• Strong cross‑functional operator, able to lead alignment across Sales, Technical Services, Support, and Product
• Customer‑centric, proactive, and process‑oriented, with the seniority to shape and improve how the team works
• Excellent communication skills, comfortable operating at executive level, with professional fluency in English and Spanish (additional European languages a plus)
• Familiarity with Salesforce or other CRM tools

Nice to have

• Experience with technical products
• Cybersecurity experience or domain knowledge (SOC, MSSP, threat detection, EASM)
• Consulting or project management experience, with a track record of delivering measurable customer outcomes
• Experience mentoring or onboarding other CSMs
• Experience with Customer Success platforms (e.g. ChurnZero, Gainsight, Vitally) and BI or analytics tools (e.g. Looker)

What do we offer

• Afront-rowseatinoneofEurope’smostexcitingcybersecuritystartups.
• HybridworksetupinourBarcelonaOffice.
• Competitive salary and benefits package (health insurance & therapy coverage).
• Flexible Retribution Program (meals, transport, childcare, and other tax-efficient benefits).
• Asmart,humble,anddriventeamthatgenuinelyenjoysworkingtogether.