Cybersecurity Customer Success Manager | Drive Impact & ROI

Critical Start; Tallahassee (FL); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health benefits

Unlimited PTO

Parental and Military Leave

Life Insurance

401(k) Plan with Matching

Wellness initiatives

Job summary

Critical Start, Inc. in Plano, TX is seeking an experienced Customer Success Manager to guide customers through their post-sale journey and ensure ongoing value from our solutions.

You will conduct quarterly business reviews, drive measurable ROI, manage multiple accounts, and collaborate with Product, Marketing and Security Operations to align on outcomes. This role blends relationship management with strategic impact in a high-trust environment.

Qualifications

• 5+ years of experience in customer success, account management, or a related role.
• Proven ability to manage multiple customer accounts with retention and measurable outcomes.
• Strong written and verbal communication and presentation skills.
• Experience with customer success tools like Gainsight or Salesforce.
• Problem-solving and project management skills with a proactive approach to customer challenges.
• Ability to collaborate across teams and elevate issues effectively when necessary.
• Experience in a similar role within the cybersecurity, SaaS, or technology industries.

Responsibilities

• Delivering Customer Value: Work closely with customers to help them achieve their goals, ensuring they see value in our solutions throughout their lifecycle.
• Customer Engagement: Conduct Quarterly Business Reviews (QBRs) to highlight measurable results, ROI, and alignment with customer objectives.
• Risk Management: Monitor customer satisfaction and identify potential risks to their success and mitigate them.
• Cross-Functional Collaboration: Partner with internal teams to incorporate customer feedback and improve service offerings.
• Special Projects: Participate in initiatives that improve team efficiency and knowledge-sharing.

Skills

Customer success

Account management

Communication skills

Gainsight or Salesforce

Problem solving

Cross-team collaboration

Tools

Gainsight

Salesforce

Job description

Critical Start, Inc. in Plano, TX is seeking an experienced Customer Success Manager to guide customers through their post-sale journey and ensure ongoing value from our solutions.

You will conduct quarterly business reviews, drive measurable ROI, manage multiple accounts, and collaborate with Product, Marketing and Security Operations to align on outcomes. This role blends relationship management with strategic impact in a high-trust environment.