Customer Success Manager

Sygnia, Inc.; México; Presencial; MXN 600.000 - 1.000.000; Jornada completa

Descripción de la vacante

Sygnia, Inc. is seeking a Bilingual Customer Success Manager to support North America and Latin America IRR customers. The role focuses on onboarding, value realization, and renewal readiness across a retainer-based incident readiness service.

You will establish success plans, engage with technical and executive stakeholders, and drive ongoing value through prepaid hours and strategic planning discussions.

Formación

• Bilingual fluency in English and Spanish.
• Proven experience in customer success or account management.
• Strong ability to engage with diverse stakeholders.

Responsabilidades

• Lead onboarding activities for IRR customers and explain incident response methods.
• Understand each customer's environment, including security architecture and key stakeholders.
• Create success plans and engagement strategies aligning services with objectives.

Conocimientos

Bilingual English/Spanish

Customer success management

Stakeholder engagement

Onboarding

Relationship management

Descripción del empleo

About Sygnia

Sygnia is a leading cyber technology and services company that partners with organizations around the world to strengthen cyber resilience and respond to sophisticated threats. We help companies prepare for and navigate cyber incidents with confidence, combining deep technical expertise with a business-driven approach. Our services include incident response, cyber readiness, security consulting, proactive security assessments, and managed detection and response (MDR). Sygnia works with leading global enterprises, including Fortune 100 companies, across industries such as financial services, healthcare, technology, manufacturing, and critical infrastructure. With a team of experienced cybersecurity professionals and frontline practitioners, Sygnia delivers the expertise, speed, and strategic guidance organizations need when facing today’s most complex cyber threats.

The Role

Sygnia is seeking a Bilingual Customer Success Manager to support customers of its Incident Response Readiness (IRR) service across North America and Latin America. This is a newly established strategic role and part of Sygnia’s global investment in customer retention, value realization, and long-term client success. The position was created to ensure customers remain actively engaged throughout the lifecycle of their IRR partnership, maximize the value of their service, and are well positioned for successful renewal. This position supports a retainer-based incident readiness service. Customers rely on Sygnia not only during cyber incidents, while also engaging proactively throughout the partnership to strengthen preparedness, improve response readiness, and leverage prepaid service hours to address evolving security priorities.

What You’ll Do

• Lead onboarding activities for new IRR customers, introducing Sygnia’s incident response methodology, activation procedures, and service capabilities.
• Develop an understanding of each customer’s environment, including security architecture, technology stack, key stakeholders, escalation paths, and operational processes.
• Establish success plans and engagement strategies that align Sygnia’s services with customer objectives and security priorities.
• Customer Engagement & Value Realization — Serve as the primary point of contact for IRR customers and build trusted relationships with technical, operational, and executive stakeholders.
• Drive ongoing customer engagement through regular check-ins, readiness reviews, business reviews, and strategic planning discussions.
• Help customers maximize the value of their IRR service by identifying opportunities to utilize prepaid hours for readiness activities, advisory engagements, proactive services, and incident preparedness initiatives.
• Ensure customers understand and leverage the full breadth of Sygnia’s capabilities throughout the lifecycle of the engagement.
• Monitor customer health, engagement levels, service utilization, and satisfaction to proactively identify risks and opportunities.
• Retention & Renewal Success — Own renewal readiness activities throughout the customer lifecycle.
• Identify potential renewal risks early and develop mitigation strategies in partnership with internal stakeholders.
• Track and communicate customer outcomes, service value, and business impact to support long-term retention.
• Partner with Sales and delivery teams to ensure customers achieve measurable value from their investment in Sygnia.
• Cross-Functional Collaboration — Collaborate closely with Sales, Delivery, Operations, and Regional Leadership to deliver an exceptional customer experience.
• Support customer escalations and coordinate internal resources to address issues efficiently and effectively.
• Help shape and mature Sygnia’s global Customer Success function, processes, engagement models, and best practices.