Pyramid Worldwide Search, Inc.

Compensation

Full Description

Our client, a leader in the Cyber Security space, is looking for a Customer Success Manager to join their team. CSMs are strategic and technical advisors who help the enterprise customers adopt, optimize, and expand their use of Cyber Security solutions. As a CSM, you’ll own post-sales success, driving adoption, value realization, and customer satisfaction while partnering closely with Sales, Technical Services, Product, and Engineering. Reporting to: VP, Global Customer Success Location: East Coast, US Compensation: 160k to 165k OTE Remote, 401k, Full Benefits, Unlimited PTO, Equity Responsibilities: • Drive Customer Adoption: Identify adoption gaps, build tailored success plans, and align product use cases to value realization. • Monitor Adoption Health: Track adoption across your portfolio and create quarterly improvement plans. • Support Renewals: Partner with the renewals team to connect adoption health with renewal outcomes. Flag churn risks early and lead mitigation efforts. • Identify Expansion Opportunities: Collaborate with internal teams and sales to uncover and quantify growth potential. • Be a Trusted Advisor: Build strong relationships with key stakeholders and guide customers with best practices and strategic insights. • Lead Customer Engagements: Host Executive Business Reviews (EBRs) and maintain proactive, high-value touchpoints. • Document Value: Capture use cases, success stories, and lessons learned to enrich our Customer Success knowledge base. • Advocate Internally: Represent the customer’s voice and ensure their needs are championed across the organization. Requirements: • 5+ years in Customer Success or similar roles within enterprise software, preferably in security or systems integration. • Proven experience managing strategic and enterprise-level customers with measurable success. • Strong understanding of network security, governance, audit, risk, and compliance practices. • Customer-first mindset, highly proactive, and comfortable with client-facing engagements (calls/visits). • Excellent consulting, project management, and data-driven decision-making skills. • Solid knowledge of security tech (firewalls, IDS/IPS, SDN, compliance) and APIs (Java, REST). • Familiarity with infrastructure, cloud (public/private/hybrid), and networking (LAN/WAN). • Resilient and adaptable in dynamic, fast-paced environments. • Willingness to travel up to 50% of the time. • Executive presence and ability to manage high-stakes conversations and escalations. Advantages: • Experience with Salesforce.com and Gainsight. • Technical depth in TCP/IP v4, VRF, AWS VPC, routing, firewall policies, LDAP, and Radius.