Join the mission as Senior Customer Success Manager. We're looking for an individual to serve as a strategic advisor and customer advocate for a portfolio of complex accounts. You will translate each customer's security priorities into a practical success plan, orchestrate the right NetSPI resources, and make value visible to both technical stakeholders and executives.
This is a commercial, outcomes-focused role with strong cybersecurity fluency. You will not be expected to perform penetration tests; you will be expected to understand customer security programs, ask credible questions, connect NetSPI capabilities to business objectives, and lead the customer journey from onboarding through renewal and expansion.
Responsibilities:
- Develop trusted relationships across security, technology, procurement, and executive stakeholders; maintain a clear stakeholder map and engagement strategy for each account.
- Create and execute mutual success plans that define customer objectives, use cases, milestones, adoption targets, risks, and measurable outcomes.
- Lead the post-sale lifecycle, including transition from sales, onboarding, adoption, program maturity, executive business reviews, renewal readiness, and expansion planning.
- Build a strong understanding of each customer's security program, attack surface, testing cadence, remediation workflows, risk priorities, and reporting requirements.
- Drive adoption of the NetSPI Platform and relevant services by connecting capabilities to customer workflows and helping customers operationalize results.
- Translate technical findings and program activity into clear business value, risk-reduction narratives, trends, and executive-ready recommendations.
- Partner with Account Executives on customer health and renewal strategy for your portfolio; identify risk early, document recovery plans, and coordinate cross-functional action to protect retention.
- Identify qualified growth opportunities based on customer goals and value gaps, partnering with Account Executives and solution experts on expansion strategy.
- Orchestrate Customer Support, Delivery, Product, Engineering, Sales, and other internal teams to resolve issues, maintain engagement quality, and deliver a cohesive customer experience.
- Represent the voice of the customer by capturing actionable feedback, identifying recurring themes, and influencing product, process, and service improvements.
- Mentor peers, share repeatable practices, and contribute to playbooks, segmentation strategies, customer programs, and operational improvements across Customer Success.
Minimum Qualifications:
- 5+ years of customer success, strategic account management, technical account management, or cybersecurity consulting experience, including ownership of complex customers.
- Demonstrated success managing renewals, retention risk, adoption, and expansion within a recurring-revenue technology or technology-enabled services business.
- Working knowledge of offensive security and vulnerability management concepts, such as penetration testing, attack surfaces, remediation, risk prioritization, and common security-program workflows.
- Ability to understand technical context and explain complex security concepts, program performance, and business value to audiences ranging from practitioners to executives.
- Experience building success plans, leading executive business reviews, managing escalations, and coordinating cross-functional account teams.
- Strong executive presence, consultative discovery skills, commercial judgment, and written and verbal communication.
- Analytical discipline: comfort using customer health, product usage, service delivery, support, and commercial data to identify trends and guide action.
- Ability to prioritize a portfolio, operate independently in a fast-moving environment, and create clarity amid ambiguity.
- Willingness to travel up to 20-30%
Preferred Qualifications:- Experience with Penetration Testing as a Service (PTaaS), continuous security validation, attack surface management, application security, cloud security, red teaming, or security assessments.
- Experience supporting large enterprises or regulated industries and navigating complex stakeholder, procurement, and compliance environments.
- Familiarity with CRM, customer-success, support, and analytics platforms, plus enterprise integrations such as Jira or ServiceNow.
- Relevant credentials such as CISSP, CISM, CISA, Security+, or comparable cybersecurity education.
