Customer Success Manager

About Secure W2

Secure

W2 is a fast-growing provider of cloud-based network security solutions, helping organizations seamlessly deploy certificate-based authentication, PKI, and identity security. Our solutions enable enterprises, universities, and government organizations to eliminate passwords, strengthen security, and streamline network access.

We are looking for a high-impact Customer Success Manager (CSM) who thrives in a growth-stage environment, where agility, adaptability, and a proactive approach are key to success.

This is a strategic CSM role, responsible for driving implementation, adoption, renewals, and revenue expansion across a portfolio of Secure

W2 customers. The ideal candidate is a technical, business-savvy, and revenue-oriented CSM who is comfortable wearing multiple hats, including acting as a trusted technical advisor, expansion advocate, and executive-level relationship manager.

You’ll own the entire customer journey, from technical onboarding and deployment to expansion and renewal, ensuring customers maximize value while identifying growth opportunities.

• Own the full customer lifecycle, ensuring a smooth transition from technical onboarding to renewal and expansion.
• Drive revenue expansion by identifying and influencing upsell and cross-sell opportunities.
• Serve as a strategic partner to IT leaders, aligning our solutions to their evolving security needs.
• Proactively identify risk signals and take preemptive action to prevent churn.

• Thrive in an ambiguous, high-growth setting, balancing structure with the ability to build processes from scratch.
• Be resourceful and self-sufficient, leveraging cross-functional teams to solve customer challenges without relying solely on pre-defined playbooks.
• Become a technical power user in Secure
  
  W2’s offerings.
• Confidently present complex security concepts to both technical and non-technical audiences, from IT admins to the C-suite.
• Track customer health and expansion opportunities using an evolving CS tech stack (Salesforce, Monday, Outreach etc).
• Develop and refine customer playbooks to ensure faster adoption and greater lifetime value.
• Use data to drive decisions, tracking key renewal and expansion metrics to continuously improve customer engagement.

• 4+ years of experience in Customer Success Management within cybersecurity, identity and access management (IAM), endpoint and network security, cloud security, IT and security operations, or related technology sectors.
• Experience in a high-growth company where agility, adaptability, and self-sufficiency are key.
• Revenue expansion mindset – experience identifying and driving upsell/cross-sell opportunities.
• Executive communication skills – ability to present to and influence CIOs, IT Directors, and Security Engineers.
• Technical aptitude – ability to quickly learn, explain, and apply network security and authentication concepts.
• Project management & organization – ability to manage multiple technical initiatives simultaneously.
• Strong problem-solving mindset – ability to think critically and act decisively in a dynamic environment.

• Experience in network security, identity management or PKI.
• Prior experience in an expansion-focused CSM role.

• Be part of a fast-growing, high-impact team shaping the future of network security.
• Work with cutting-edge identity security solutions that are disrupting the industry.
• A role with real influence—directly impact customer success, revenue growth, and product strategy.
• Competitive salary, bonus structure, and career development opportunities.

If you’re a technical, revenue-driven, and adaptable CSM who thrives in a high-growth environment, we’d love to hear from you!