Customer Success Manager

Reflectiz; Boston (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

Reflectiz is seeking a Customer Success Manager for North America, based in Boston, to manage a portfolio of customers from onboarding through renewal. You will build strategic plans, run QBRs, and serve as the primary technical liaison, ensuring customer goals align with product capabilities.

In this role, you will advocate for customers, drive adoption, and identify expansion opportunities while collaborating with product, security, and support teams.

Qualifications

• Own a portfolio of North American customers through onboarding, adoption, expansion, and renewal.
• Develop Success Plans with customers, outlining goals and KPIs, and guide them toward hitting targets.
• Run regular cadence of check-ins and Quarterly Business Reviews with practitioners to C-level stakeholders.
• Serve as the primary point of contact for technical questions and escalations, driving resolution.

Responsibilities

• Own a portfolio of North American customers from onboarding through adoption, expansion, and renewal.
• Develop Success Plans with customers, outlining goals and KPIs, and guide them toward hitting those targets.
• Run a regular cadence of check-ins and QBRs, from day-to-day practitioners to C-level stakeholders.
• Explain the WHO, WHAT, and WHERE behind every risk Reflectiz surfaces to customers and internal teams.
• Identify and pursue opportunities to expand Reflectiz's footprint within a customer's organization.

Skills

Portfolio management

Customer relationship management

Strategic guidance

Hands-on support

Communication

Stakeholder management

Tools

SIEM/SOAR platforms

Splunk

JIRA

REST APIs

Job description

About Reflectiz

Reflectiz empowers organizations to secure their websites and digital assets against modern web threats. Our award-winning, agentless remote sandbox monitors every first, third, and fourth-party application running on a customer's site, with no installation and no embedded code, automatically detecting and prioritizing security, privacy, and compliance risks before they become tomorrow's headline. We call the blind spot behind these risks runtime blindness, and closing it is the reason we exist. Backed by $22M in Series B funding, Reflectiz is trusted by global enterprises across financial services, e-commerce, and healthcare to safeguard their data, users, and brand reputation.

About Reflectiz

Reflectiz empowers organizations to secure their websites and digital assets against modern web threats. Our award-winning, agentless remote sandbox monitors every first, third, and fourth-party application running on a customer's site, with no installation and no embedded code, automatically detecting and prioritizing security, privacy, and compliance risks before they become tomorrow's headline. We call the blind spot behind these risks runtime blindness, and closing it is the reason we exist. Backed by $22M in Series B funding, Reflectiz is trusted by global enterprises across financial services, e-commerce, and healthcare to safeguard their data, users, and brand reputation. We don't just watch, either. Our Offensive Hub runs continuous agentic pentesting, AI agents that map, attack, validate, and report on your real attack surface around the clock. Headquartered in Tel Aviv, with hubs in Boston and Sydney, we're expanding fast in North America, and this role sits at the center of that build-out. Join us to help write the playbook for what customer success looks like here.

About The Role

As our Customer Success Manager for North America, you'll plan and execute the strategy that turns new accounts into long-term, expanding relationships. You'll provide both strategic guidance and hands‑on support, serving as the bridge between customers and the broader Reflectiz team. This isn't a support seat. When a customer needs something, you go get it, whichever door in the building you have to knock on. What you hear from customers doesn't stop at your desk. It reaches the people who can actually act on it.

Requirements

• Own a portfolio of North American customers, from onboarding through adoption, expansion, and renewal.
• Develop Success Plans with customers, outlining goals and key performance indicators, and guide them toward hitting those targets.
• Run a regular cadence of check‑ins and Quarterly Business Reviews (QBRs), from day‑to‑day practitioners to C‑level stakeholders.
• Serve as the primary point of contact for technical questions and escalations, and drive them to resolution no matter who needs to get pulled in.
• Explain the WHO, WHAT, and WHERE behind every risk Reflectiz surfaces: who the component is, what it's doing, and where it's sending customer data.
• Flag new exposure risks the moment Reflectiz surfaces them, before customers find them on their own.
• Track account health closely, catching problems before they become churn and opportunities before they become someone else's win.
• Speak up for what customers need, loudly enough that it actually reaches the people building the product.
• Identify and pursue opportunities to expand Reflectiz's footprint across a customer's organization.
• Champion customer advocacy through case studies, referrals, and product feedback that actually gets used.

Advantage

• Background in cybersecurity, or experience working alongside security and compliance teams
• Working knowledge of HTTP, DNS, JavaScript, and browser behavior
• Familiarity with SIEM/SOAR platforms (e.g., Splunk, JIRA) or REST API-based integrations
• Familiarity with PCI DSS or other regulatory frameworks