Customer Success Specialist
3 days ago
About the Role:
As a Customer Success Manager (CSM), you will be the key interface between the customer and internal teams. You'll be responsible for ensuring successful onboarding, adoption, and overall satisfaction with our cybersecurity & DFIR solutions and services. Your goal is to drive long-term value and build trusted relationships with enterprise customers.
Key Responsibilities:
- Act as the primary point of contact for assigned customers post-sale, ensuring a smooth onboarding and service transition.
- Understand the customer's cybersecurity landscape, business objectives, and pain points to align our solutions effectively.
- Own the customer lifecycle: adoption, value realisation, renewal, and expansion opportunities.
- Coordinate between internal teams—presales, delivery, support, product, and account management—to resolve issues and deliver a seamless experience.
- Monitor service SLAs, NOC/SOC operations, and ensure contractual/regulatory obligations are met.
- Conduct regular business reviews and share usage insights, threat intelligence updates, and improvement areas.
- Drive customer advocacy and references and gather feedback for continuous service improvement.
- Identify upsell/cross-sell opportunities in conjunction with the sales/account team.
- Ensure timely and successful renewal of existing service contracts and subscriptions, aiming for a renewal rate of 95%+.
- Stay updated on industry trends, threats, and compliance standards (e.g., ISO 27001, GDPR, RBI, etc.).
Requirements:
- Bachelor's degree in Computer Science, Information Security, or related field;
- 5–8 years of experience in customer-facing roles, ideally in cybersecurity, IT services, or system integration.
- Strong understanding of cybersecurity domains: network security, SIEM/SOC, endpoint security, cloud security, etc.
- Exceptional communication, stakeholder management, and conflict resolution skills.
- Ability to work cross-functionally and manage multiple customers/projects simultaneously.
- Analytical mindset with a problem-solving approach.
Preferred Skills:
- Familiarity with Cybersecurity & DFIR Tools & Services
- Experience working with BFSI or large enterprise customers.
𝘚𝘵𝘢𝘺 𝘶𝘱-𝘵𝘰-𝘥𝘢𝘵𝘦 𝘸𝘪𝘵𝘩 𝘰𝘶𝘳 𝘭𝘢𝘵𝘦𝘴𝘵 𝘫𝘰𝘣 𝘰𝘱𝘦𝘯𝘪𝘯𝘨𝘴 𝘢𝘯𝘥 𝘪𝘯𝘥𝘶𝘴𝘵𝘳𝘺 𝘪𝘯𝘴𝘪𝘨𝘩𝘵𝘴 𝘣𝘺 𝘧𝘰𝘭𝘭𝘰𝘸𝘪𝘯𝘨 𝘶𝘴:
eSec Forte Technologies
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