Customer Success Specialist

3 days ago

Gurgaon, Haryana, India eSec Forte® Technologies Full time ₹ 15,00,000 - ₹ 25,00,000 per year

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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