Customer Success Manager (Associate)

Cyble; United States; Remote; AUD 120,000 - 180,000; Full time

Job summary

Cyble is seeking a dynamic Customer Success Manager to safeguard enterprise TI customer outcomes and drive value from Cyble's Threat Intelligence platform.

You will own onboarding, adoption and renewals, coordinate with product and engineering, and identify upsell opportunities across geographies.

Join a growth-focused team that values autonomy, collaboration and measurable impact in a fast-paced security SaaS environment.

Qualifications

• 5+ years in CS or technical account management in Cyber Threat/SaaS.
• Strong CTI or cybersecurity knowledge.
• Experience managing 15+ enterprise clients across geographies.
• Proven upsell/cross-sell within accounts.
• Excellent communication and presentation abilities.

Responsibilities

• Own onboarding, adoption and ongoing success for TI customers.
• Translate goals into measurable outcomes via platform usage.
• Monitor health scores and engage at-risk accounts.
• Lead QBRs highlighting ROI and roadmap alignment.
• Bridge customer, product and engineering for issue resolution.
• Create use cases and dashboards for security needs.
• Support renewal and strive for >100% net retention.
• Collaborate with Sales and Product Marketing on growth.

Skills

CS leadership

CTI familiarity

Client management

Upselling experience

Communication skills

CRM tools

Tools

HubSpot

Gainsight

Salesforce

JIRA

Job description

Cyble is revolutionizing the landscape of cybersecurity intelligence. Founded in 2019, Cyble began as a visionary college project and has quickly transformed into a leading force in proactive cyber threat detection and mitigation, that is now globally significant, with people in 20 countries - Headquartered in Alpharetta, Georgia,and with offices in Australia, Malaysia, Singapore, Dubai, Saudi Arabia and India

Our mission is clear: to provide visibility, intelligence and cybersecurity protection using cutting-edge advanced technology, giving enterprises a powerful advantage. We democratize real-time intelligence about cyber threats and vulnerabilities, enabling organizations to take proactive measures and maintain robust cybersecurity. We strive to make the digital world a safer place for everyone.

At Cyble, artificial intelligence (AI) and innovation are central to all operations, with a commitment to continuous improvement and excellence in both products and business practices. Cyble values inclusivity, offering team members autonomy and flexibility to balance their professional and personal lives. Cyble fosters a culture where employees voices are heard, contributions are recognized, and everyone is encouraged to be part of something extraordinary.To learn more aboutCyble, visit www.cyble.com .

About the Role:

We are looking for a dynamic and tech-savvy Customer Success Manager (CSM) with a strong understanding of Threat Intelligence (TI) and cybersecurity domains. The ideal candidate will act as the trusted advisor to customers — ensuring value realization, solving technical challenges with a solution-engineer mindset, and driving account growth through upsell and cross-sell opportunities.

This role is a perfect blend of relationship management, technical depth, and business acumen.

What You’ll Do at Cyble:

Customer Success & Retention:

• Act as the primary point of contact for enterprise TI customers, ensuring smooth onboarding, adoption, and ongoing success.
• Translate customer goals into measurable outcomes through platform utilization and operational workflows.
• Monitor customer health scores and proactively engage at-risk accounts to prevent churn.
• Conduct weekly/monthly cadence, periodic business reviews (QBRs) highlighting ROI, performance metrics, and roadmap alignment with the managed services clients

Technical & Solution Engineering Ownership:

• Understand customers’ threat intelligence and security stack, identify integration points, and help them operationalize Cyble’s Threat intelligence (TI) capabilities.
• Serve as the technical bridge between the customer, product, and engineering teams to ensure issue resolution and feature feedback.
• Create customized use cases, workflows, and dashboards that align to customer‑specific security needs (e.g., brand protection, phishing, or ransomware monitoring).
• Conduct product demos, feature enablement sessions, and train security teams to leverage full platform capability.

Upsell, Cross‑sell & Growth:

• Identify opportunities to expand usage within existing accounts through additional modules, licenses, or services.
• Collaborate closely with Sales and Product Marketing to design strategic growth plans for key accounts.
• Own the renewal process end‑to‑end with a target of net revenue retention above 100%.
• Track and report upsell pipelines, customer satisfaction, and product adoption metrics.

Cross‑functional Collaboration:

• Partner with Product Management to share customer insights, feature requests, and pain points.
• Collaborate with Threat Research, Engineering, and Support teams to ensure seamless customer experience.
• Represent the customer voice internally and contribute to product roadmap discussions.

What You’ll Need:

Must‑Have:

• 5+ years of experience in Customer Success, Technical Account Management, or Solution Engineering within the Cyber Threat Intelligence / Security SaaS domain.
• Strong understanding of CTI (TTPs, IOCs, malware analysis, dark web, vulnerability intelligence, etc.) or cybersecurity concepts
• Should have experience managing at least 15 clients simultaneously, with exposure to different geographies.
• Proven record of upselling/cross‑selling within enterprise accounts.
• Excellent communication and presentation skills — ability to simplify complex technical problems.
• Experience using CRM and CS tools (HubSpot, Gainsight, Salesforce, JIRA, etc.)

Good to Have:

• Certifications such as CISSP, CEH, OSINT Analyst, or CTIA.
• Prior experience with platforms like Threat intelligence tools and AI workflow, Cyble Vision, or similar.
• Strong analytical mindset with the ability to map data insights to business outcomes.

Personality & Cultural Fit:

• Problem‑solver – naturally curious, customer‑obsessed, and solution‑oriented.
• Growth mindset – driven by measurable impact, continuous learning, and innovation.
• Collaborative communicator – thrives in a fast‑paced, cross‑functional setup.

About Cyble

Cyble is a cyber intelligence company that empowers organizations with darkweb & cybercrime monitoring and mitigation services.

The interview process

• CV Shortlist by the Hiring Panel
• Cognitive Assessmentvia a platform called Xobin -It’s a 50-minute assessment, which is a mandatory step in our recruitment process for all roles.
• Panel Discussions- Typically comprising a minimum of three interview rounds, along with a role‑based assignment.