Reports to: Director, Customer Success

Location: Hybrid Tampa, FL

As a Customer Success Manager (CSM) at Deepwatch, you will be the primary point of contact for our customers, guiding them through their journey with us. You will work cross-functionally with sales, technical operations, and support teams to ensure customer success, retention, and satisfaction. In this customer-facing role, you will take a consultative approach to understanding each customer's unique needs, advocate for them internally, and help deliver value that drives positive business outcomes.

You will also play a key role in helping customers maximize their investment in Deepwatch's managed security services, ensuring that they fully leverage our platform and solutions to meet their security goals. If you're a problem solver, a strategic thinker, and a relationship builder, this is the perfect opportunity to make a direct impact on customer satisfaction and business growth at Deepwatch.

Key Responsibilities:

• Customer Engagement & Relationship Building:
• Serve as the main point of contact for assigned customers, ensuring a seamless and evolving relationship as their business needs change.
• Understand each customer's organizational structure, goals, and initiatives, leveraging this knowledge to drive results and foster long-term success.
• Act as the trusted advisor, providing proactive guidance and ensuring that customers are continuously engaged with Deepwatch's services.
• Cross-Functional Collaboration:
• Collaborate with internal teams (sales, technical, support, and product) to ensure smooth onboarding, timely issue resolution, and alignment with customer expectations.
• Coordinate resources across departments to ensure that all customer needs are addressed and deliverables are met on time.
• Customer Health & Business Outcomes:
• Monitor customer health and satisfaction, using data and metrics to identify areas of improvement and ensure that customers achieve their desired business outcomes with Deepwatch's solutions.
• Capture client reporting needs and work with internal teams to gather and present meaningful metrics that demonstrate the ROI and success of Deepwatch's services.
• Renewals & Expansion:
• Work cross functionally to achieve contract renewals, upsell, and cross-sell opportunities, identifying additional value Deepwatch can provide based on customer needs.
• Ensure that customers are fully informed of new features and capabilities, proactively identifying opportunities to expand services.
• Executive & Stakeholder Communication:
• Prepare and deliver strategic business reviews and presentations to senior executives, showcasing progress, value delivered, and future opportunities.
• Tailor communication to different audiences, ranging from C-suite executives to technical teams, ensuring clarity and alignment across all levels.
• Escalation & Issue Resolution:
• Manage and resolve customer escalations, working with internal teams to conduct root cause analysis (RCA) and create action plans for resolution.
• Serve as the escalation point for customer issues, ensuring timely responses and effective solutions.
• Project Management & Roadmap Execution:
• Develop and manage detailed project schedules that include timelines, milestones, and deliverables.
• Define roles and responsibilities, ensuring that all internal and external team members are aligned on customer expectations and responsibilities.

Qualifications:

• Experience:
• 3+ years of experience in customer success, account management, or a related role, ideally in the cybersecurity, SaaS, or technology services industry.
• Proven track record of managing complex customer relationships and delivering technology-based services that drive business outcomes.
• Technical Acumen:
• Strong understanding of the cybersecurity landscape, including threat detection, SIEM (Security Information and Event Management), EDR (Endpoint Detection and Response), and MDR (Managed Detection and Response) solutions.
• Ability to communicate technical concepts to both technical and non-technical stakeholders.
• Communication & Presentation Skills:
• Exceptional verbal and written communication skills, with the ability to craft clear, concise, and impactful messaging for diverse audiences.
• Experience presenting to and influencing senior-level executives and stakeholders.
• Problem-Solving & Critical Thinking:
• Strong problem-solving skills, with the ability to address complex challenges and identify creative solutions in a fast-paced environment.
• Demonstrated ability to think critically and manage customer relationships with a focus on long-term value.
• Customer-Focused:
• A customer-first mentality with the ability to build and maintain strong, trusted relationships.
• High emotional intelligence and the ability to navigate challenging conversations and difficult situations with grace.
• Project Management:
• Strong organizational skills and the ability to manage multiple projects and priorities simultaneously.
• Experience using project management tools and techniques to track progress and ensure timely execution of customer initiatives.
• Adaptability & Agility:
• Ability to thrive in a fast-paced, ever-changing environment.
• Strong desire to learn and grow, with a willingness to deepen your technical knowledge of cybersecurity and related technologies.
• Education:
• Bachelor's degree in Information Technology, Cybersecurity, Business, or a related field, or equivalent work experience.
• Travel:
• Ability to travel 16-25% of the time

Preferred Skills:

• Experience in managed security services (MSSPs), cybersecurity, or related technical fields.
• Familiarity with security operations platforms, SIEMs, and threat management solutions.
• Experience with CRM tools, customer success platforms (e.g., ServiceNow, Salesforce), and reporting dashboards.

Statutory Pay Disclosure

The anticipated salary range for this role is $95,000-$118,700 per annum + commission + stock options + benefits. This role is a 80/20 base/commission split with an anticipated OTE $120,000-$145,000+ per annum. Actual compensation may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level.

ITAR Compliance

This position will have access to customer data and as such is subject to International Traffic in Arms Regulations (ITAR). Upon application, candidates will be asked to confirm that they are a U.S. Person as defined by the following:

• A citizen of the U.S.;
• A lawful permanent resident of the United States;
• A person admitted to the United States as a refugee; or
• A person that has been granted asylum by the United States government."

The intent of this requirement is not to verify employment eligibility overall, but to ensure compliance with import/export regulations. If you do not meet these requirements, we encourage you to apply for other open roles at Deepwatch. This information will be verified upon offer of employment.

What We Offer:

Deepwatch is excited to provide benefits designed to support team members and their families. Including:

• Medical, dental, vision, and disability insurance
• Flexible Time Off (FTO), 12 company holidays, sick leave and 8-Weeks Paid Parental Leave
• Unique professional development benefits with Annual "development dollars" to support our people growth and development
• Wellness contests and monthly educational programs
• 401(K) retirement program
• Learn more here: Deepwatch Benefits