As a Customer Success Manager (CSM) within our Cyber Defense Center, you play a critical role in helping our customers strengthen their cybersecurity posture and reduce cyber risk. You combine relationship management, security awareness, and outcome-driven thinking to help customers get maximum value from our SOC, SIEM, SOAR, and incident response services.
Join our team and defend the digital future with us!
Responsibilities
Serve as the primary point of contact for assigned customers and build long-term, trusted relationships
Lead onboarding and implementation processes, ensuring smooth handover and early value realization
Help customers understand and operationalize our SOC, SIEM, and SOAR capabilities in the context of their threat landscape, business risks, and regulatory requirements
Conduct regular security-focused service reviews, including topics such as cyber risk and threat exposure overview, detection coverage and use-case maturity or incident handling performance
Monitor customer health metrics and proactively mitigate risks related to adoption, satisfaction, or retention
Coordinate cross-functional efforts to resolve issues and improve customer outcomes
Lead renewal discussions in collaboration with Sales and identify growth opportunities aligned with customer needs
Qualifications
Proven experience managing customers across the full lifecycle, from onboarding to renewal, in managed services, cybersecurity, IT services, or a technical SaaS environment
Strong ability to understand complex products and services and translate capabilities into customer-relevant use cases
Experience working with customer success metrics such as adoption rates, NPS, customer satisfaction, churn risk indicators, and customer health scores
Strong curiosity and genuine interest in cybersecurity, with initial experience and a willingness to deepen expertise in the field
Proficiency using CRM systems (e.g., Dynamics), customer portals, and service reporting tools
Excellent communication skills and comfort working with security stakeholders as well as non-technical business partners
Native-level French and very good English, knowledge of German is an advantage
Benefits
Competitive base salary with a wide range of extra benefits, like
Half Fare Travelcard or contribution to a GA Travelcard
Minimum five weeks' holiday with increasing number of holiday days according to years of service
Flexible working hours (annual working hours / flexitime)
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