Customer Success Manager, Cybersecurity

Chronos Consulting CoberonChronos; New York (NY); On-site; USD 85,000 - 120,000; Full time

Job summary

Chronos Consulting / CoberonChronos is seeking a Customer Success Manager to own onboarding, adoption, retention and expansion for our clients in the cyber security SaaS space. You will build trusted advisor relationships and coordinate with R&D, Product, and Intelligence teams to deliver ongoing value.

The role requires a blend of technical SaaS understanding and strong communication skills, with a focus on guiding customers through lifecycle milestones and driving successful outcomes.

Qualifications

• Bachelor's degree or equivalent required.
• 2-3 years in Customer Success in SaaS B2B environments.
• Strong knowledge of customer lifecycle management.
• Passion for delivering real business value to customers.
• Domain expertise in Cyber Security.
• Experience with high-growth B2B SaaS companies.
• Hands-on, technical background with SaaS products.
• Team player with self-starter mindset.
• Ability to multi-task and adjust priorities quickly.

Responsibilities

• Own and manage the customer lifecycle from onboarding to renewal.
• Train and onboard new customers and drive product adoption.
• Establish strategic advisory relationships with assigned customers.
• Capture customer needs and relay to R&D, Product, and Intelligence teams.
• Ensure retention and identify expansion opportunities.
• Identify churn risks and work to mitigate them.

Skills

Customer success experience

Lifecycle management

Business value to customers

Cyber security domain knowledge

SaaS B2B experience

Hands-on SaaS familiarity

Team player / self-starter

Prioritization in multi-tasking

Education

Bachelor's degree or equivalent

Job description

Job Description

Our client is a well-funded, market leader in deep and dark web cyber threat intelligence. The company helps Fortune 500 companies, financial institutions, governments and law enforcement agencies protect their finances, networks and reputations from cyberthreats that lurk in the deep, dark and surface webs. The advanced cyber threat intelligence platform automates all phases of the intelligence cycle, providing organizations with unparalleled information and actionable insights to protect their assets in the ever evolving cyber threatscape. They are looking for a talented customer success manager (CSM) to join their growing customer success managers' team. A successful candidate will be comfortable working in a team as well as independently, with high motivation solve unique problems. In this role, the CSM will be responsible for onboarding new customers, guiding them through adoption of our products and services, ensuring satisfaction, guaranteeing retention, and facilitating expansion. A successful CSM will build strong relationships with the customers and communicate customer needs and expectations to other departments.

Requirements

• Bachelor's degree or equivalent.
• 2-3 years prior experience in Customer Success processes in SaaS B2B environments
• Strong understanding in customer life cycle management and daily operation
• Passion for providing real business value to customers
• Previous experience and domain expertise in the Cyber Security industry
• Experience working for B2B SAAS tech companies with high growth rate Q by Q.
• Hands-on , technical background, particularly with SaaS products and services
• Strong team player with self-starter capabilities
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly

Advantages

• Spanish communications (written / oral) skills - Strong Advantage
• Proficiency in other languages, including European languages, Arabic, Turkish, Farsi, Chinese, Korean, etc.

Responsibilities

Owning and managing the customer life cycle:

• Training and Onboarding of new customers.
• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services.
• Act as the voice of the customer and collaborate with R&D, Product, and Intelligence teams.
• Ensure customer retention and identify expansion opportunities.
• Identify churn risks, and work proactively to manage and eliminate such risks.