Customer Success Manager

Cybersentriq; Somerset West; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

20 days annual leave

Discovery Medical Aid

Employee Assistance Programme (EAP)

Pension fund membership

Two paid volunteering days (birthday)

Enhanced parental leave

Learning and development opportunities

Global collaboration across teams

Referral incentives

Job summary

CyberSentriq in Somerset West is seeking a Customer Success Manager for MSP partners. You will manage a portfolio of MSP and direct customers, translating usage data and signals into strategic plans that protect revenue and expand partnerships.

You’ll build Success Plans, map stakeholders, and own renewals, forecasting, and cross-sell opportunities. Collaboration with CS, Product and Support will shape our customer outcomes and product roadmap.

Qualifications

• Minimum 3 years in Customer Success or SaaS, ideally with MSP experience.
• Strong ability to map accounts across technical and business stakeholders.
• Comfort with renewals, forecasting and budget conversations.
• Proven use of data to drive account decisions and product feedback.

Responsibilities

• Own a portfolio of MSP and direct customers, from engineers to budget holders.
• Develop Success Plans based on usage, sentiment and commercial data.
• Create stakeholder maps to understand decision-making beyond guesses.
• Manage renewals and forecasting, spotting risk early to prevent churn.
• Lead cross-sell conversations aligned with partner needs, not quotas.
• Be the primary voice with CS, Product and Support to fix issues fast.

Skills

Customer Success

Account Management

Forecasting

Stakeholder Management

Data-driven decisions

MSP Channel Experience

Job description

Customer Success Manager, MSP Partners | CyberSentriq

You've done Customer Success. Now do it where it counts.

You know the difference between a CSM who chases renewals and one who actually shapes the account. You've sat in QBRs with engineers who live in the console and finance leads who only care about the number. You've spotted churn three months before the customer said a word, and you've turned what customers told you into insight that influenced the product roadmap.

Why this role is different

Most CSMs look after one customer at a time. You'll look after MSPs. Each partner protects dozens or hundreds of SMBs, so when you get an account right, the impact multiplies across every business they serve.

CyberSentriq has 2 great product portfolios TitanHQ and Redstor: email and security on one side, backup and data protection on the other, now in a single platform built for MSPs. That means proven products, customers who already rely on us, and a lot of whitespace. Many partners use one side of the portfolio and haven't yet seen what the other could do for them. You'll be the one who shows them.

We're scaling toward $100M ARR by 2028. The CS playbook isn't fixed yet, and you'll help write it.

What you'll own

• A portfolio of MSP and direct customers that you know properly, from the engineer using the product every day to the leader deciding next year's budget
• Customer Success Plans built on real signals: usage, sentiment and commercial data, so you know where each account really stands
• Full stakeholder maps, so you understand how decisions actually get made rather than guessing
• Renewals and forecasting, catching risk early and acting before churn becomes a conversation
• Cross-sell conversations that make sense for the partner, not quota-driven pitches
• A genuine voice with senior leaders in CS, Product and Support. When customers feel something, you'll have the people in the room to fix it

What success looks like

At three months, you know your accounts, your top customers have live Success Plans, and you can tell us which relationships need attention and why.

At six months, leadership trusts your renewal forecast, at-risk accounts are being worked rather than discovered, and Product has heard things from you they wouldn't have known otherwise.

You’ll likely bring

• Solid 3 years Customer Success experience, ideally in cybersecurity or SaaS
• Relationships that hold up across personas, from technical users to commercial buyers
• Comfort with commercial conversations: renewals, forecasting and how customers budget
• The instinct to use data to form a view, not just to report one
• The self-direction to run a portfolio without being managed day to day

MSP or channel experience is a big plus, as is having built Success Plans and account maps from scratch. That said, curiosity about technology matters more to us than certificates.

Why CyberSentriq

At CyberSentriq, we know that great people do their best work when they feel supported, valued and empowered to grow. That's why we've created a benefits package designed to support your wellbeing, career and life outside of work.

• 20 days annual leave to rest, recharge and spend quality time with the people who matter most.
• Discovery Medical Aid and Vitality to support your health, wellbeing and healthy lifestyle goals.
• Employee Assistance Programme (EAP) providing confidential support for both you and your household members whenever you need it.
• Pension fund membership to help you build financial security for the future.
• Two paid volunteering days every year to give back to causes that are important to you and make a positive impact in your community. If you take both of these, we will give you your birthday off.
• Enhanced parental leave because we believe in supporting families through life's biggest moments.
• Learning and development opportunities to help you develop new skills, grow your career and achieve your ambitions.
• A culture where you belong, with employee networks, wellbeing initiatives, volunteering opportunities and global collaboration across our teams.
• Recognition and reward programmes that celebrate good work, including referral incentives and company-wide recognition opportunities.

We're more than a cybersecurity company. We're a team of people passionate about protecting organisations, supporting one another and making a real impact. Guided by our Culture Code of Shield, Champion, Disruptor and Fortress, you'll have the opportunity to do meaningful work, grow your career, contribute to your community and be recognised for the difference you make every day.

Join CyberSentriq and help shape the future of cybersecurity while building a career you’ll be proud of.