Customer Manager

Position: Customer Success Manager

JOB SUMMARY
The Customer Success position will model the Netrio mission, vision, and values each day, functioning as a guide for daily accountabilities and responsibilities. As a Customer Success Manager, you will play a key role in ensuring our customers achieve maximum value from our services and solutions. You will be the primary point of contact for our clients and will work closely with them to understand their needs, manage the delivery of our services, and ensure overall satisfaction.

KEY RESPONSIBILITIES :
CUSTOMER ONBOARDING & RELATIONSHIP MANAGEMENT :

• Serve as the primary point of contact for assigned customer accounts, building strong, long-lasting relationships.
• Oversee the successful onboarding of new clients, ensuring they understand the full capabilities of the security services provided.
• Conduct regular check-ins with customers to monitor their satisfaction, address concerns, and identify areas for improvement or growth.
• Develop a deep understanding of each customer’s security goals, challenges, and priorities to offer tailored guidance and recommendations.

CUSTOMER ADVOCACY & RETENTION :

• Act as the customer advocate within the company, collaborating with internal teams to address customer issues and deliver exceptional service.
• Proactively identify and mitigate risks that could lead to customer churn, including identifying security gaps or service disruptions.
• Monitor customer usage, adoption, and health metrics, ensuring customers are achieving desired outcomes from the security solutions.
• Help customers understand and implement recommendations from security assessments, audits, or security posture reviews.
• Drive customer retention and upsell opportunities by highlighting additional services or products that can enhance their security.

MONITORING & REPORTING :

• Track and report on key performance indicators (KPIs) related to customer success, such as satisfaction scores, renewals, and service utilization.
• Review and communicate key security metrics and trends to customers, ensuring they understand the value delivered by the managed security services.
• Collaborate with technical teams to ensure customer incidents, alerts, or service requests are promptly addressed and resolved.

COLLABORATION & CROSS-FUNCTIONAL ENGAGEMENT :

• Work closely with Sales, Technical Support, Security Operations, and Product teams to ensure seamless customer service and alignment on client goals.
• Assist in product/service enhancements by providing customer feedback, trends, and market insights.
• Provide input on customer-facing materials, documentation, and resources to improve client understanding and engagement with security services.

KEY COMPETENCIES

Customer-Centric Mindset

• Proven track record of building and maintaining strong customer relationships with a focus on customer satisfaction and retention.

Project Management

• Strong organizational skills with the ability to handle multiple tasks and customer accounts simultaneously.
• Comfort with identifying and pursuing upsell or cross-sell opportunities in a consultative, non-salesy manner.

Communication

• Strong written and verbal communication skills, with the ability to convey complex security and technical concepts in an understandable manner.

Problem Solving

• Ability to proactively identify challenges and work with both customers and internal teams to resolve issues.
• Understanding of network security, cybersecurity concepts, and managed security services (firewalls, intrusion detection systems, vulnerability management, etc.) is a plus.

QUALIFICATIONS:

Experience:

Minimum of 3-5 years of experience in customer success, account management, or related roles, preferably within the cybersecurity or managed security services industry.

Education:

Bachelor's degree from an accredited College or University with courses in Sales, Marketing, Communications, Business, or related field (or equivalent experience).

WORK ENVIRONMENT + BENEFITS
Netrio offers a hybrid work environment, prioritizing work-life balance, continuous learning, and a supportive team culture. We invest in our people by providing comprehensive benefits, including:

• Competitive salary and bonus structure.
• Wellness programs and…