Senior Customer Success Manager – Cybersecurity (Remote)

Akamai; United States; Hybrid; USD 113,000 - 203,000; Full time

Benefits offered by this job

FlexBase program

Healthcare benefits

401K savings plan

Employee Stock Purchase Plan (ESPP)

Parental leave

Job summary

Akamai seeks a Senior Customer Success Manager for the Microsegmentation team to maximize value, retention and growth across the customer lifecycle. You will be the main technical contact, guiding adoption and coordinating with Sales during renewals to ensure successful deployments.

You will build product expertise, deliver trainings, run reviews, and identify upsell opportunities. The role supports hybrid/remote work in the US, with a strong emphasis on data-driven customer outcomes.

Qualifications

• 5+ years in Customer Success, Customer Experience, or related field in B2B SaaS or cybersecurity.
• Proven track record of managing and renewing a portfolio of strategic accounts with Sales support.
• Ability to explain complex concepts to both technical and non-technical stakeholders.

Responsibilities

• Act as the main technical contact for customers, managing escalations, monitoring adoption, and driving value.
• Maintain deep expertise in product features and updates to guide customers effectively.
• Build dynamic relationships, conduct regular check-ins and business reviews, identify upsell/cross-sell opportunities.
• Deliver technical training, workshops and documentation to educate users and promote self-sufficiency.
• Partner with Sales during renewals, Product and Engineering to support renewals and successful deployments.
• Use analytics to monitor health metrics and usage trends, deliver data-driven recommendations.
• Manage technical escalations with urgency, coordinating resources and ensuring resolution.
• Lead new customer onboarding with collaboration from Product and Engineering.

Skills

Customer success

B2B SaaS

Cross-functional collaboration

Stakeholder management

Education

Bachelor's degree

Tools

Zendesk

Intercom

Gainsight

Salesforce

JIRA

Monday.com

Job description

Akamai seeks a Senior Customer Success Manager for the Microsegmentation team to maximize value, retention and growth across the customer lifecycle. You will be the main technical contact, guiding adoption and coordinating with Sales during renewals to ensure successful deployments.

You will build product expertise, deliver trainings, run reviews, and identify upsell opportunities. The role supports hybrid/remote work in the US, with a strong emphasis on data-driven customer outcomes.