Customer Success Manager

Overview

Digital Hands is an innovative Managed Security Service Provider (MSSP) with a mission to protect customer data and make technology available, productive and secure with the strongest talent in the cyber industry. Members of the Digital Hands Team work with leading technologies and protect a dynamic set of enterprise-class customers including best-known brands in the hospitality, financial, manufacturing and communications industries.

Digital Hands employees enjoy competitive compensation and benefits, training opportunities, personal skills development, and opportunities for professional advancement across the organization.

At Digital Hands, we deliver cybersecurity services that help customers achieve measurable business outcomes. We’re seeking a Customer Success Manager (CSM) to support customer adoption, retention, renewals, and service expansion across a portfolio of clients. In this role, you’ll work closely with Operations and Sales to ensure customers are realizing value from their services while identifying opportunities to renew and expand their relationship with Digital Hands.

• You’re customer-focused and growth-minded, with an interest in renewals and add-on sales
• You have a solid foundation in cybersecurity or IT services
• You’re organized, detail-oriented, and comfortable managing multiple priorities
• You collaborate well across Sales, Engineering, and Operations
• You’re confident participating in commercial and value-based customer conversations

• Manage a portfolio of customers through onboarding, ongoing service delivery, renewals, and service expansions
• Coordinate Customer Onboarding & Enhancements; support the on-time activation of customer services, including implementations and enhancements, by coordinating with internal delivery teams
• Execute contract renewals and assist with service expansion opportunities, including coordinating pricing, documentation, and internal approvals
• Recognize opportunities to expand customer relationships through additional services, optimizations, or solution enhancements aligned with customer needs
• Contribute to customer reporting, periodic business reviews, and satisfaction surveys to support value-based conversations
• Assist in identifying delivery risks, gathering information, and contributing to process improvements that enhance Customer Success outcomes
• Support pre-sales opportunity reviews for expansion opportunities to gain familiarity with proposed solutions and delivery requirements

• Bachelor’s degree or equivalent experience in Cybersecurity, IT, or a related field
• 3–5 years of experience in Customer Success, Account Management, or a technical customer-facing role
• Experience in a Managed Services or Managed Security Services (MSSP) environment preferred
• Understanding of the “as-a-service” delivery model
• Strong communication, organization, and problem-solving skills

• Customer-first mindset with attention to detail
• Strong time-management and prioritization skills
• Ability to work independently and collaboratively
• High integrity, adaptability, and sound judgment

Digital Hands is dedicated to a diverse and inclusive workplace and culture, and proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

Digital Hands is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at tale

Digital Hands participates in the U.S. Government’s E-Verify program to determine employment eligibility. In compliance with the federal government, all hired applicants will be required to verify identity and employment eligibility upon hire. To learn more about E-Verify, please visit dhs.gov/e-verify.

This description reflects the position as of the date described and is subject to change at any time without notice. By submitting your application, you agree that Digital Hands may collect, use, and process your information in connection with Digital Hands’ recruitment activities. You may delete your application and/or unsubscribe from receiving notifications of career opportunities at Digital Hands at any time.

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