Customer Success Manager (US Remote)

Upwind Security; San Francisco (CA); On-site; USD 90,000 - 150,000; Full time

Job summary

Upwind Security is seeking a Customer Success Manager to own strategic relationships with key customers and ensure long-term value realization across the platform.

You'll drive renewals, expansion opportunities, and executive alignment while coordinating with Sales, TAMs, and product teams to deliver measurable outcomes. This role rewards proactive account stewardship in a fast-paced security SaaS environment.

Qualifications

• 3–5+ years in Customer Success or account management in SaaS or cybersecurity.
• Strong ability to communicate with executives and manage stakeholders.
• Proven track record of driving adoption and retention.

Responsibilities

• Serve as the primary business-facing contact and trusted advisor for assigned strategic customers.
• Own the post-sale customer journey from onboarding through renewal, ensuring clear ownership and smooth handoffs across teams.
• Own customer renewals and hygiene by tracking timelines, forecasting risk, and ensuring early alignment with Sales.
• Identify and surface expansion opportunities in partnership with Sales by understanding customer initiatives, cloud footprint, and security roadmap.
• Collaborate with Sales on long-term account strategy and positioning of relevant Upwind capabilities.
• Partner closely with TAMs to drive adoption of new capabilities, communicate value, and track progress against success criteria.
• Develop and manage joint success plans aligned to customer objectives, KPIs, and success criteria.
• Build strong relationships across executive, security, DevOps, and cloud leadership.
• Ensure customers achieve measurable outcomes by operationalizing Upwind within their workflows and expanding usage over time.
• Lead Quarterly Business Reviews (QBRs), program reviews, and executive readouts.

Skills

Customer Success

Account Management

Executive Communication

Stakeholder Management

Cross-functional Collaboration

SaaS domain knowledge

Job description

About The Position

Upwind is a next-generation Cloud Security Platform that leverages runtime context to identify and prioritize critical risks, providing precise insights and efficient cloud security management. Unlike traditional tools, Upwind uses runtime data proactively for risk prioritization and posture insights, ensuring teams focus on what truly matters. With industry-leading efficiency and eBPF-powered sensors, Upwind delivers comprehensive capabilities, including agentless cloud posture discovery, real-time threat protection, and integrated API security. From misconfigurations to malware defense, Upwind ensures end-to-end, cost-effective cloud infrastructure protection. At Upwind, you'll have the opportunity to think creatively, explore new ideas, and use your skills to make a meaningful impact on our growth.

Description

About The Position

Upwind is a next-generation Cloud Security Platform that leverages runtime context to identify and prioritize critical risks, providing precise insights and efficient cloud security management. Unlike traditional tools, Upwind uses runtime data proactively for risk prioritization and posture insights, ensuring teams focus on what truly matters. With industry-leading efficiency and eBPF-powered sensors, Upwind delivers comprehensive capabilities, including agentless cloud posture discovery, real-time threat protection, and integrated API security. From misconfigurations to malware defense, Upwind ensures end-to-end, cost-effective cloud infrastructure protection. At Upwind, you'll have the opportunity to think creatively, explore new ideas, and use your skills to make a meaningful impact on our growth.

We're looking for a Customer Success Manager (CSM) to own the strategic relationship with our customers, drive business value, and ensure long-term retention and growth. As the counterpart to our Technical Account Managers, you'll focus on the customer's outcomes, executive alignment, program management, renewal/expansion, and value realization across the Upwind platform.

Responsibilities

• Serve as the primary business-facing contact and trusted advisor for assigned strategic customers.
• Own the post-sale customer journey from onboarding through renewal, ensuring clear ownership and smooth handoffs across teams.
• Own customer renewals and hygiene by tracking timelines, forecasting risk, and ensuring early alignment with Sales.
• Identify and surface expansion opportunities in partnership with Sales by understanding customer initiatives, cloud footprint, and security roadmap.
• Collaborate with Sales on long-term account strategy and positioning of relevant Upwind capabilities.
• Partner closely with TAMs to drive adoption of new capabilities, communicate value, and track progress against success criteria.
• Develop and manage joint success plans aligned to customer objectives, KPIs, and success criteria.
• Build strong relationships across executive, security, DevOps, and cloud leadership.
• Ensure customers achieve measurable outcomes by operationalizing Upwind within their workflows and expanding usage over time.
• Lead Quarterly Business Reviews (QBRs), program reviews, and executive readouts.

Requirements

• 3-5+ years in Customer Success, Account Management, or similar client-facing roles in SaaS or cybersecurity.
• Strong understanding of cloud security programs, modern security org structures, and value-driven success methodologies.
• Exceptional communication, stakeholder management, and executive presentation skills.
• Proven track record of driving adoption, managing complex accounts, and leading cross-functional programs.
• Comfortable working in fast-paced environments and influencing both customer and internal priorities.
• Experience partnering with technical teams (TAMs, SAs, Product) and Sales to support customer outcomes and retention.
• Ability to connect technical capabilities to business impact, security outcomes, and ROI.