Client Success Manager

Arete Event Staffing Firm; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical/Dental Insurance

Life/Disability Insurance

401(k)

Job summary

Arete Incident Response is seeking a Client Success Manager (CSM) to act as a primary interface for clients and advocate for service delivery.

You will coordinate across internal teams, provide threat intelligence updates, and deliver Business Reviews to ensure adoption of products and services. The role requires on-site work with some travel and a focus on executive-ready reporting.

Qualifications

• Experience coordinating multiple work streams across engagements.
• Ability to deliver value through threat intelligence and reports.
• Background in IT security concepts and incident remediation.

Responsibilities

• Demonstrates value delivery to the customer across engagements.
• Coordinates and tracks multiple work streams and prepares business reviews.
• Serves as primary client contact for inquiries and escalations.
• Manages operational plans aligned with objectives and commitments.
• Develops and presents reports for technical and executive audiences.
• Assists with onboarding, vendor management, and IT roadmaps.

Skills

Project management

Incident response

Security operations

Client facing

Cloud infrastructure

Communication skills

Education

Associate’s Degree

Bachelor’s Degree

Job description

SUMMARYThe Client Success Manager (CSM) is an integral part of the Managed Services team acting as one of the primary client interfaces and is the client advocate for service delivery. The CSM adds value to their customers by serving as their advocate, always keeping an open line of communication to ensure a successful operational experience. The CSM assists other company resources to deliver consistent technical reports, gets answers for high level and strategic technical questions, and ensures all contractual services are provided in a timely and accurate manner. The CSM works closely with multiple internal departments to ensure their clients are updated on most recent threat intelligence information. The CSM role assists team members with performing periodic Business Reviews with clients and actively works with them to ensure adoption of products and services.ROLES & RESPONSIBILITIESDemonstrates value delivery to the customerCoordinates and tracks multiple work streams across multiple engagementsServes as point of contact for customer inquiriesManages and maintains executable operational plans in line with objectives and contractual commitmentsTracks service and project engagements to ensure outcomes and business objectives are reachedPrepares and presents Business Review reports with customer stakeholdersProject manages low-touch engagementsMay assist client with Vendor Management, Contract renewals and negotiations, IT Roadmap, and short-term and long-term budgetingIdentifies customer areas of cyber and/or operational risks and works with the team to provide mitigation solutionsAssists Managed Security Services operations and sales leads to develop and maintain onboarding and new-hire trainingUnderstands process documentation and assists in its maintenanceDevelops comprehensive and accurate reports and presentations for both technical and executive audiencesEffectively communicates investigative findings to client stakeholdersWorks with security and IT operations teams and clients to implement remediation plans in response to incidentsWorks under little to no supervision, may receive general guidance on new assignmentsEscalates difficult or complex issues to CSM II or CSM IIIMay perform other duties as assigned by managementSKILLS AND KNOWLEDGEWorking knowledge of private and public cloud infrastructure configurations and connectivityFundamental understanding and working knowledge of common critical network protocols and Layer7 technologiesStrong communication skills, both verbal and written, in one or more of the following technical disciplines: Incident Response, System/Network administration, Security Operations, Information Security, Forensics, and Digital InvestigationsAbility to learn and innovate utilizing Business Intelligence platforms to deliver continual valueAbility to provide consistent high-quality advisement across the IT spectrumCurrent industry knowledge, best practices, and guidelines in a research capacityBasic understanding of OSI model, basic networking and troubleshooting conceptsFamiliarity with Public Cloud, Private cloud, and virtualization solutionsBasic knowledge of vulnerability scanning technologiesFundamental understanding of enterprise security controls in Active Directory / Windows environmentsStrong team player with the ability to conduct daily duties autonomously desiredConsulting or client-facing background, preferredJOB REQUIREMENTS2+ years’ experience involving project or incident response engagementsAssociate’s Degree and 6-8 years of experience involving work directly related to listed skill areas and equivalent to abilities or Bachelor’s Degree and 2-5 years related experienceTechnical experience in the following areas:Windows desktop and server operating systemsNetworking devices such as Switches, Firewalls, Wireless access pointsBackup and disaster planning, RPO and RTO targetsMust be eligible to work in the US without sponsorshipAbility to travel domestically up to 10% and work onsite at client sites as requiredDISCLAIMERThe above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties and skills required personnel so classified.WORK ENVIRONMENTWhile performing the responsibilities of this position, the work environment characteristics listed below are representative of the environment the employee will encounter: Usual office working conditions. Reasonable accommodation may be made to enable people with disabilities to perform the essential functions of this job.PHYSICAL DEMANDSNo physical exertion requiredTravel within or outside of the stateLight work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force as frequently as needed to move objectsTERMS OF EMPLOYMENTSalary and benefits shall be paid consistent with Arete salary and benefit policy.FLSA OVERTIME CATEGORYJob is exempt from the overtime provisions of the Fair Labor Standards Act.DECLARATIONThe Arete Incident Response Human Resources Department retains the sole right and discretion to make changes to this job description.EQUAL EMPLOYMENT OPPORTUNITYWe’re proud to be an equal opportunity employer and celebrate our employees’ differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.Arete Incident Response is an outstanding (and growing) company with a very dedicated, fun team. We offer competitive salaries, fully paid benefits including Medical/Dental, Life/Disability Insurance, 401(k) and the opportunity to work with some of the latest and greatest in the fast-growing cyber security industry.When you join Arete…You’ll be doing work that matters alongside other talented people, transforming the way people, businesses, and things connect with each other. Of course, we will offer you great pay and benefits, but we’re about more than that. Arete is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Arete, where experience matters.Equal Employment OpportunityWe’re proud to be an equal opportunity employer- and celebrate our employees’ differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.About UsArete Incident Response is an elite team of the world’s leading cybersecurity and digital forensics experts who combat today’s sophisticated cyberattacks. We work tirelessly to provide unparalleled capabilities and solutions throughout the entire cyber incident life cycle. These include incident response readiness assessments and penetration tests as well as post-incident response, remediation, containment, and eradication services.We work in close collaboration with industry leaders and government agencies along with leading cybersecurity technology platforms to deliver an innovative, intelligence-based approach to solving our client’s toughest challenges.If you want to work with the most talented and experienced people in the industry with the desire to be a cyber hunter and industry expert, we want you to be a part of our team.