Customer Success Manager, NA — Cybersecurity

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

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.