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Role Summary
The Customer Success Manager owns business and security outcomes, value realization, and renewal and expansion readiness for a portfolio of strategic customers. Functioning as the customer’s trusted strategic security advisor, the CSM designs and guides security posture evolution while orchestrating post-sales delivery across SE and various post-sales functions. The role blends security domain expertise with customer success discipline – translating purchased credits into measurable security outcomes through a Security Account Success Plan (ASP), architecture-aligned burn curve, and executive engagement cadence.
Key Responsibilities
Architect the Security Account Success Plan (ASP) and Burn Curve
- Build the Account Success Plan with customer executive sponsors, aligned to business objectives, threat landscape, prioritized workloads, and monthly credit burn plan.
- Design target-state security architecture mapped to the customer’s environment, risk appetite, and compliance obligations; track consumption vs. plan and trigger corrective plays when variance exceeds thresholds.
- Conduct security gap analyses, technology fingerprinting, and architecture reviews; design reference architectures and deployment blueprints for workload rollouts (XDR, identity, email, cloud security, exposure management)
- Ensure rapid Time-to-Value (TTV) and delivery of a meaningful first security win.
- Identify expansion opportunities including credit top-ups, additional modules, and multi-year commitments based on realized value and security maturity progression.
Run Executive Cadence, Architecture Reviews, and Value Reviews
- Lead monthly value reviews, QBRs, and EBRs linking telemetry, usage, and risk scoring to measurable risk reduction, architecture maturity, and business impact.
- Conduct security maturity and architecture assessments using industry frameworks (MITRE ATT&CK, NIST CSF, CIS Controls, Zero Trust Architecture) to evaluate posture and define future-state uplift.
- Design and facilitate security workshops: threat hunting, CTFs, tabletop exercises, and architecture deepdives.
- Prepare value realization executive narratives, PR/FAQ-style briefs, and C-level decks tying platform outcomes to reduced business risk and ROI.
Manage Risk, Renewal, and Advocacy
- Maintain renewal health (Green / Amber / Red) with actions, owners, and timelines anchored to architecture milestones; proactively build Get-well Plans including architecture remediation paths.
- Leverage telemetry-driven risk intelligence and predictive health scoring models.
- Convert successful customers into references, case studies, and technical whitepapers showcasing architecture transformation and security outcomes.
Single Post-Sales Security Authority and Coordination Point
- Serve as the trusted voice across post-sales engagements, ensuring “one plan, one intake” across Customer Success, Support, Professional Services, and partners.
- Provide Product, Engineering, and Leadership with architecture-grounded insights on adoption challenges, integration gaps, and product roadmap input.
Key Metrics
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Platform and module attach rate
- Security Value Realization and SOC Maturity Score for customer
- Number / Size of Customer Success Qualified Leads (CSQLs)
Desired Skills
Hard Skills
- Strong understanding of enterprise security architecture principles and frameworks (NIST, MITRE ATT&CK, Zero Trust) across hybrid, multi-cloud, and on-premises environments.
- Deep working knowledge in one or more enterprise security domains: SOC operations, SIEM/XDR, exposure and risk management, identity security, cloud security (CSPM, CWPP, CNAPP), email security.
- Ability to design reference architectures, integration blueprints, and deployment patterns mapping platform capabilities to customer requirements.
- Strong understanding of B2B SaaS and platform business models in cybersecurity, cloud, or infrastructure.
- Ability to translate telemetry and usage data into clear, actionable architectural insights and recommendations.
- Proven capability in building Success Plans, burn curves, and adoption roadmaps with an architecture-first lens.
- Strong inclination towards AI-first approach.
Soft Skills
- Executive presence engaging with CISOs, security architects, IT, and business sponsors as a trusted security advisor.
- Consultative, architecture-driven, outcome-focused mindset – ‘why’ before ‘what’, ‘design’ before ‘deploy’.
- Structured communicator who simplifies complex security architectures into clear action plans.
- Strong cross-functional collaborator; calm and resilient during escalations and security incidents.
Experience And Background
- Typically 7+ years in security consulting, cloud security, security architecture, incident response, or security leadership.
- Proven track record managing enterprise accounts with measurable impact on retention, expansion, and customer security outcomes.
- Experience designing or advising on enterprise security architectures, including hybrid/multi-cloud environments, identity frameworks, and detection and response strategies.
- Experience running QBRs/EBRs, connecting security architecture decisions to risk reduction and business value.
- Experience in automation and AI tool usage is strongly preferred.
- Experience working with partners, MSSPs, or MSPs is a plus.
- Certifications such as CISSP, CISM, CCSP, CRISC, or equivalent demonstrated experience in enterprise security architecture or advisory roles strongly preferred.
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