Customer Success Manager

Job Description About the Role We are looking for a dynamic and tech-savvy Customer Success Manager (CSM) with a strong understanding of Threat Intelligence (TI) and cybersecurity domains. The ideal candidate will act as the trusted advisor to customers ensuring value realization, solving technical challenges with a solution-engineer mindset, and driving account growth through upsell and cross-sell opportunities. This role is a perfect blend of relationship management, technical depth, and business acumen. Location: Bangalore/India Reports To: Director Customer Success What You'll Do At CYBLE: Customer Success & Retention: - Act as the primary point of contact for enterprise TI customers, ensuring smooth onboarding, adoption, and ongoing success. - Translate customer goals into measurable outcomes through platform utilization and operational workflows. - Monitor customer health scores and proactively engage at-risk accounts to prevent churn. - Conduct periodic business reviews (QBRs) highlighting ROI, performance metrics, and roadmap alignment. Technical & Solution Engineering Ownership: - Understand customers threat intelligence and security stack, identify integration points, and help them operationalize Cyble's Threat intelligence (TI) capabilities. - Serve as the technical bridge between the customer, product, and engineering teams to ensure issue resolution and feature feedback. - Create customized use cases, workflows, and dashboards that align to customer-specific security needs (e.g., brand protection, phishing, or ransomware monitoring). - Conduct product demos, feature enablement sessions, and train security teams to leverage full platform capability. Upsell, Cross-sell & Growth: - Identify opportunities to expand usage within existing accounts through additional modules, licenses, or services. - Collaborate closely with Sales and Product Marketing to design strategic growth plans for key accounts. - Own the renewal process end-to-end with a target of net revenue retention above 100%. - Track and report upsell pipelines, customer satisfaction, and product adoption metrics. Cross-functional Collaboration: - Partner with Product Management to share customer insights, feature requests, and pain points. - Collaborate with Threat Research, Engineering, and Support teams to ensure seamless customer experience. - Represent the customer voice internally and contribute to product roadmap discussions. What You'll Need: Must-Have: - 58 years of experience in Customer Success, Technical Account Management, or Solution Engineering within the Cyber Threat Intelligence / Security SaaS domain. - Strong understanding of CTI concepts (TTPs, IOCs, malware analysis, dark web, vulnerability intelligence, etc.) - Proven record of upselling/cross-selling within enterprise accounts. - Excellent communication and presentation skills ability to simplify complex technical problems. - Experience using CRM and CS tools (HubSpot, Gainsight, Salesforce, JIRA, etc.) About Cyble: Cyble is revolutionizing the landscape of cybersecurity intelligence. Founded in 2019, Cyble began as a visionary college project and has quickly transformed into a leading force in proactive cyber threat detection and mitigation, that is now globally significant, with people in 20 countries - Headquartered in Alpharetta, Georgia, and with offices in Australia, Malaysia, Singapore, Dubai, Saudi Arabia and India Our mission is clear: to provide visibility, intelligence and cybersecurity protection using cutting-edge advanced technology, giving enterprises a powerful advantage. We democratize real-time intelligence about cyber threats and vulnerabilities, enabling organizations to take proactive measures and maintain robust cybersecurity. We strive to make the digital world a safer place for everyone. At Cyble, artificial intelligence (AI) and innovation are central to all operations, with a commitment to continuous improvement and excellence in both products and business practices. Cyble values inclusivity, offering team members autonomy and flexibility to balance their professional and personal lives. Cyble fosters a culture where employees voices are heard, contributions are recognized, and everyone is encouraged to be part of something extraordinary. To learn more about Cyble, visit www.cyble.com