Customer Success Manager

NGE Sports; Nashville, Northern (TN, KY); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Unlimited PTO

Health, dental, and vision insurance

401k program

Growth opportunities

In-person gatherings 1–2 times per año

Job summary

Cloud Range is seeking a Customer Success Manager to ensure a smooth, organized journey from onboarding through renewal. You will foster strong customer relationships, drive adoption, and coordinate with Sales, Product, Training, and Support to exceed objectives and growth targets.

The role emphasizes proactive communication, KPI reporting, and strategic engagement to maximize customer value while supporting retention and expansion in a remote, full‑time capacity.

Qualifications

• Proven experience in customer success, sales/account management, or similar roles.
• Strong interpersonal and communication skills across varied technical backgrounds.
• Demonstrated ability to optimize processes and drive improvements.
• Experience collaborating with Sales, Product, Marketing, and Support teams.
• High attention to detail and organizational skills.

Responsibilities

• Build and maintain meaningful relationships with customer accounts.
• Serve as main contact to help customers navigate Cloud Range products.
• Establish and track measurable objectives for customers.
• Capture insights from trainers and communicate KPI results to customers.
• Schedule meetings and training sessions aligned with established processes.
• Drive renewals, expansion, and adoption to maximize value.

Skills

Customer success

Account management

Relationship building

Cross-functional collaboration

Process optimization

Cybersecurity awareness

Job description

Customer Success Manager

Remote | Full-time

Are you highly organized, detail-oriented, great with people, and passionate about helping customers succeed? At Cloud Range, we’re on a mission to revolutionize cyber readiness with hands‑on, real‑world simulation training. As our Customer Success Manager, you’ll play a key role in transforming new customers into long‑term partners, ensuring they reach their cyber readiness goals and thrive with our solutions. Join us in creating the future of cyber defense, where you’ll lead initiatives to drive customer satisfaction, retention, and growth.

About Cloud Range

Cloud Range’s revolutionary platform delivers live‑fire, immersive cyber attack defense training that empowers security teams to confidently face today’s cyber threats. Our cyber range solutions help organizations reduce risk, enhance skill sets, and comply with evolving standards. Our Customer Success team is at the heart of this mission, ensuring that every customer not only meets but exceeds their cyber readiness goals while achieving measurable value.

Cloud Range is recognized as an industry leader and has earned numerous awards, including the ASTORS Homeland Security Award for Best Cyber Defense Team Training, the CISO Choice Award for Security Education, and the Top InfoSec Innovator Award. Fortune 500 companies, governments, and major technology companies depend on Cloud Range to ensure their security teams are prepared for cyber attacks.

Job Summary

The Customer Success Manager ensures customers have a smooth, organized experience from sales handoff through onboarding, training, and renewal. You’ll foster relationships that encourage product adoption, invite regular communication, meet program objectives, and ensure a seamless experience, ultimately making a customer’s job easier. The CSM collaborates closely with Sales, Product, Training, and Support teams to meet and exceed customer needs, advocate on their behalf, and drive renewals and growth.

Key Responsibilities

1. Customer Relationship Management
   • Build and maintain meaningful relationships, fostering trust and loyalty across customer accounts.
   • Serve as a main point of contact for customers, helping them navigate and leverage Cloud Range products to meet their needs.
   • Work with customers to establish and track measurable objectives using Cloud Range’s solutions.
   • Work with Cloud Range trainers to capture insights, and communicate insights and recommendations to customers, including providing comprehensive KPI results.
   • Coordinating and scheduling meetings and training sessions to align with established processes and procedures.
2. Customer Retention & Account Growth
   • Meet or exceed retention and expansion goals.
   • Ensure process milestones are met for Cloud Range and its customers.
   • Create and maintain buying team blueprints for each customer.
   • Promote product value and identify upsell opportunities to expand product usage.
   • Partner with Sales to initiate and support the renewal process through strategic touchpoints like Executive Briefings.
   • Drive additional revenue through proactive account management, optimizing product adoption, and advocating for expanded product engagement.
3. Customer Advocacy & Feedback
   • Manage and grow the Customer Advisory Board (CAB).
   • Inform CAB meeting agendas and planning elements.
   • Gather product feedback from customers and share actionable insights with Product and Training teams.
   • Conduct regular reviews of customer concerns and proactively suggest solutions to improve their experience.
   • Identify and communicate opportunities to Marketing for customer case studies, customer interviews, blogs, and speaking engagements.
   • Work with customers to identify customer referrals and marketing opportunities within industry groups.
4. Process Optimization & Best Practices
   • Proactively identify operational bottlenecks or customer friction points, recommending and driving process improvements that enhance efficiency and the overall customer experience.
   • Continually optimize customer success processes to improve quality, effectiveness, efficiency, and overall customer experience.
   • Share insights and best practices with team members to enhance customer engagement and product utilization.
   • Coordinate with administrators to ensure seamless execution of scheduling and planning customer engagements.
5. Product Expertise & Education
   • Become an expert in Cloud Range products, guiding customers on best practices to maximize value.
   • Proactively monitor customer progress, preemptively addressing potential issues to ensure a seamless customer journey.
   • Educate customers on Cloud Range products and features, positioning yourself as a trusted resource.

Qualifications

• Proven experience in customer success, sales/account management, customer management, or similar customer-facing roles.
• Strong interpersonal and communication skills with the ability to build relationships effectively across varied technical backgrounds.
• Demonstrated capability in process optimization–ability to identify gaps or inefficiencies and independently propose and implement practical solutions.
• Experience working with Sales, Product, Marketing, and Support teams to enhance customer satisfaction and drive retention.
• High attention to detail and organizational skills, strong critical thinking skills, and going beyond the status quo to capture customer insights.
• Ability to advocate for customer needs while balancing company objectives.
• Cybersecurity experience and understanding is preferred.

What You’ll Love About Working at Cloud Range

• Remote work with a flexible schedule to support your productivity and work‑life balance.
• Unlimited PTO so you can recharge and be your best.
• Health, dental, and vision insurance to keep you and your family healthy.
• 401k program to help you save for the future.
• Opportunities for growth and advancement in a cutting‑edge industry.
• Collaborative, fun, and entrepreneurial culture with in‑person gatherings 1‑2 times per year.

Deadline for Applications:

Applications will be accepted until September 1, 2026.

Learn more: https://www.cloudrangecyber.com/