Customer Success Manager; Tampa, FL - in office

Overview

Here at Malwarebytes, we believe that when you’re free from threats, you’re free to thrive. It all started in 2008 with one person who needed help with a malware infection, and a community coming together to find solutions. In that moment in time a product was born for all people, with a mission to rid the world of malware. Our product has since grown and evolved, from removing malware, to protecting devices, to ever-changing prevention.

About Threat Down

Threat Down, the corporate business unit of Malwarebytes, is redefining cybersecurity for growing businesses with solutions that stop ransomware, malware, phishing, and AI-powered attacks. Our platform is trusted, intuitive, and built for lean IT teams that need speed without complexity. At Threat Down, you’ll join a team driven by innovation, resilience, and a passion for empowering businesses to thrive securely. If you’re ready to make a real impact in cybersecurity, we’d love to meet you.

Malwarebytes/Threat Down is looking for..

A Customer Success Engineer located in the Tampa, FL area. In this role you will be a strategic advisor and technical partner for a portfolio of both direct customers and MSP/channel partners. You’llsupportthe full customer journey post-sale—driving onboarding, engagement, adoption, retention, and expansion—whilemaintainingstrong relationships with key stakeholders. Your role blends cybersecurityexpertise, consultative business alignment, and customer advocacy to deliver measurable outcomes.

Customer Journey Ownership

• Manage a portfolio of strategic accounts across onboarding, adoption, renewal, and expansion stages. Lead onboarding, enablement, and expansion efforts, including new use cases and product modules (e.g., MDR/XDR). Create and maintain
  
  Customer Success Plans with clear goals, milestones, and KPIs.

Strategic Engagement & Relationship Management

• Build and nurture multithreaded relationships with technical teams and executive stakeholders. Host Security Reviews, QBRs, and strategic check-ins focused on security posture, ROI, and roadmap alignment. Act as the primary point of contact and trusted advisor throughout the customer lifecycle.

Business Alignment & Value Realization

• Develop deep knowledge of each customer’s business model, challenges, and success criteria. Align platform capabilities with business goals to maximize ROI and drive strategic outcomes. Use usage data and business metrics toidentifytrends,anticipate needs, and propose optimizations.

Expansion & Commercial Impact

• Identifyupsell opportunities and value gaps through strategic conversations and platform insights. Partner with Sales on renewals, expansions, and cross-selling initiatives. Support expansion strategies with a customer-first approach.

Customer Advocacy & Voice of the Customer

• Serve as the internal advocate for customers by channeling feedback to
  
  Product, Sales, and Marketing. Contribute to documentation, playbooks, and knowledge bases to scale customer success efforts. Cultivate customer advocates for testimonials, referrals, and case studies.

• 5+ years in Customer Success, Sales Engineering, or Technical Account Management, preferably in cybersecurity SaaS or enterprise IT.
• Atechnical degree or equivalent work experience
• Strong understanding of cybersecurity principles and technologies (EDR, MDR, XDR, SIEM, endpoint security).
• Proven experience managing executive relationships and driving consultative, outcome-based engagement.
• Excellent communication skills for both technical and non-technical audiences.
• Strong commercial acumen, including experience withupsells, renewals, and expansion strategies.
• Proficiency in CRM (Salesforce), customer success platforms (Gainsight), and ticketing systems (Zendesk, Jira).
• Ability to manage multiple accounts and prioritize competing demands.

• Security certifications (e.g., CISSP, CompTIA Security+, SANS).
• Familiarity with SOC operations or incident response workflows.
• Experience working with MSPs or channel partners.
• Background in high-growth startups or cybersecurity vendors.

• Comprehensive medical, dental, and vision insurance coverage
• Emp…