Senior Customer Success Account Manager

Kaspersky Lab; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Kaspersky Lab is seeking an experienced Customer Success Account Manager for its Mumbai office. The role requires deep understanding of IT security infrastructures and proactive customer relationship management. You will serve as the primary point of contact for customers, ensuring satisfaction and addressing any technical issues.

The ideal candidate will have at least 5 years of experience in customer support, hold relevant certifications, and possess exceptional communication skills. Collaboration with multiple internal teams is essential for success.

Qualifications

• At least 5 years’ experience in Customer Support or Professional Service.
• At least 2 years’ experience in renewal sales.
• Experience in IT Service Management.

Responsibilities

• Develop and maintain understanding of customer’s IT and security infrastructure.
• Collaborate with Customer Success Engineers and Sales teams.
• Serve as primary point of contact for assigned customers.

Skills

English – professional verbal and written

Information security expertise

Networking technologies understanding

Public speaking skills

Analytical and problem-solving skills

Strong interpersonal skills

Education

Degree in Information Technology or related field

Recognized information security certification

Job description

Responsibilities

• Develop and maintain a deep understanding of the customer’s IT and information security infrastructure, architecture, and related business processes, including current deployments and planned changes.
• Proactively identify and address potential dissatisfaction risks that may affect renewal and expansion decisions, ensuring timely mitigation actions are taken.
• Collaborate closely with Customer Success Engineers, subject matter experts, Product Management, Support, and Sales teams to achieve agreed customer outcomes and business objectives.
• Build and maintain strong, trust-based relationships with customers’ technical specialists and management representatives, ensuring regular and transparent communication.
• Serve as the primary point of contact for assigned customers on all matters related to Kaspersky products, services, and technical support.
• Proactively identify, organize, and coordinate resources on both the Kaspersky and customer sides to ensure efficient execution of agreed tasks and initiatives.
• Represent customer interests within Kaspersky by registering, prioritizing, and tracking technical issues, feature requests, and other product-related needs until satisfactory resolution.
• Work with R&D and Product Management to provide structured customer feedback and business justifications for product improvements and enhancements.
• Gather and maintain up-to-date information on key customers’ IT/IS infrastructure, security architecture, development roadmaps, and relevant internal processes to better align Kaspersky solutions with customer needs.
• Collaborate with Account Managers to develop and execute long‑term strategic account plans focused on retention, growth opportunities, and measurable customer value.
• Depending on the engagement model (with or without a dedicated Customer Success Engineer), perform the relevant Customer Success Engineer responsibilities for assigned customers, ensuring consistent technical enablement, product usage expansion, and timely resolution of technical issues.
• Perform other duties related to the role as assigned by direct management, communicated verbally or in writing, in line with the company’s business objectives.
• In addition, a Senior CSAM is expected to provide coaching and mentoring to junior CSAMs and Customer Success Engineers, helping them improve their technical, communication, and account management skills through regular knowledge sharing and case reviews.
• Proactively identify patterns and trends in customer issues, requests, and feedback across multiple accounts, and translate these insights into concrete proposals for process and service improvements.
• When required, step in to support other CSAMs’ accounts (for example during absence or peak workload), ensuring continuity of communication and delivery for key customers.
• Take an active role in the development, documentation, and refinement of Customer Success processes, playbooks, and best practices, ensuring their practical applicability and consistent adoption within the team.

Required Communication Skills

• English – professional verbal and written
• Official language of the job location

Professional Knowledge (Hard Skills)

• Expertise and broad knowledge in information security, particularly practical cybersecurity and security monitoring, including common IT/IS architectures and operational aspects of information systems.
• Solid understanding of networking technologies, typical enterprise IT/IS architectures, and integration patterns for security products.
• In‑depth knowledge of major information security threats and attack vectors relevant to large‑scale information systems in both public sector and commercial enterprises.
• Familiarity with the information security market, vendors, and security frameworks across different protection levels.
• Knowledge of regional and international regulatory and legal requirements (federal laws, bylaws, methodological guidelines, and global cybersecurity standards) governing information security.
• Ability to own issue resolution end‑to‑end, including root cause analysis, remediation planning, and coordination with internal technical teams.

Soft Skills & Personal Qualities

• Strong public speaking skills and advanced written and verbal communication abilities, capable of engaging both technical and business audiences.
• Excellent communication and interpersonal skills, with the ability to build trust and maintain strong relationships with clients and internal teams at multiple organizational levels.
• Strong analytical and problem‑solving skills, capable of navigating complex technical and business environments and making informed decisions.
• Proactive mindset with a strong drive to identify, shape, and capitalize on new business opportunities (upsell, cross‑sell, value‑add initiatives).
• Ability to manage multiple customers, projects, and tasks simultaneously while maintaining high quality and meeting agreed deadlines.
• Team player who collaborates effectively with Sales, Product Management, Development, Support, and other internal stakeholders.
• Structured and process‑oriented working style, high level of self‑organization, readiness for flexible working hours and business trips (where applicable).

Education / Technical Certifications

• Degree in Information Technology, Information Security, Computer Science or a closely related field, or equivalent professional education.
• Hold at least one recognized information security certification (e.g. CISSP, CISA, CEH, SSCP or similar), or have their information security and technical assessment expertise formally confirmed by their line manager.

Experience

• At least 5 years’ experience in Customer Support or Professional Service.
• At least 2 years’ experience in renewal sales or in supporting renewal sales.
• Experience in IT Service Management, Customer Relationship Management, Contract Management
• Successfully meet all standard CSAM requirements and consistently perform CSAM responsibilities for at least 2 years