Customer Success Manager: Secure SMB Solutions (Hybrid)

Exostar India Pvt Ltd; Herndon, Cincinnati (VA, OH); Hybrid; USD 100,000 - 115,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Flexible time off

Job summary

Exostar seeks a Customer Success Manager to help SMB customers adopt Exostar Managed on Microsoft 365 and CMMC Ready Suite. You’ll work with business owners and IT/compliance contacts to create practical success plans, drive adoption, and support retention and growth.

You’ll partner with Sales, Onboarding, Solutions Consulting, and others to ensure value delivery. You will manage activations, enablement, and secure workflows, while coordinating readiness goals with compliance specialists.

Qualifications

• 3+ years in customer success or related role supporting SaaS, managed IT, or cybersecurity solutions.
• Experience managing a portfolio of SMB customers and balancing engagement with scalable customer education.
• Ability to explain technical concepts clearly to business owners, admins, and users.
• Familiarity with Microsoft 365 tools (Teams, SharePoint) and foundational concepts in identity/security.
• Foundational understanding of CUI, CMMC, and NIST SP 800-171; collaborate with specialists when needed.
• Strong organization, follow-through, and problem-solving skills; coordinate across teams.
• Experience using CRM, customer success, and support systems to track engagement.

Responsibilities

• Manage an assigned portfolio of SMB customers using health, lifecycle stage, and business needs to prioritize outreach.
• Coordinate transition from Sales through onboarding and adoption with clear success plans and milestones.
• Help customers reach initial value through activation, enablement, and adoption of secure workflows.
• Deliver product education via sessions, webinars, and guidance; support admin and user adoption of approved workflows for CUI.
• Coordinate with compliance and services on readiness goals, documentation, and assessments.
• Monitor usage, engagement, and renewal risks; develop recovery plans and track actions through completion.
• Lead customer success reviews focused on value, adoption, and next steps; coordinate escalations to resolution.
• Partner with Sales on renewal planning and forecasting; identify opportunities for additional users or services.
• Build repeatable SMB engagement programs with lifecycle communications and self-service resources.
• Maintain accurate records in CRM and share feedback with Product.

Skills

Customer success management

Account management

Onboarding

SaaS cybersecurity

CRM systems

Microsoft 365 familiarity

Tools

CRM systems

Microsoft 365

Teams

SharePoint

Job description

Exostar seeks a Customer Success Manager to help SMB customers adopt Exostar Managed on Microsoft 365 and CMMC Ready Suite. You’ll work with business owners and IT/compliance contacts to create practical success plans, drive adoption, and support retention and growth.

You’ll partner with Sales, Onboarding, Solutions Consulting, and others to ensure value delivery. You will manage activations, enablement, and secure workflows, while coordinating readiness goals with compliance specialists.