Associate Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more state.

📋 Description

• Enhance your understanding of the Customer Success Manager position and the customer lifecycle.

• Gain proficiency in OpenCTI and OpenAEV/OpenBAS.

• Take ownership of the entire customer lifecycle, which includes onboarding, adoption, training, and renewal.

• Cultivate proactive relationships with customers across the Americas.

• Identify and assist with upsell and cross-sell opportunities alongside the Sales team.

• Coordinate with internal teams to address and resolve customer issues.

• Work together with Customer Support Engineers on support ticket communication and delivery.

• Gather and share customer feedback to enhance products and services.

• Monitor success metrics and leverage data to inform customer strategy and engagement.

• Report to the American Head of Customer Success and collaborate with CSEs, Sales, Product, Engineering, and regional teams.

⛳️ Requirements

• A minimum of 1 year of experience in Customer Success, Account Management, or a similar client-facing role in SaaS/technology, or experience in cyber threat intelligence/all-source intelligence with a focus on cyber.

• Must be located in the United States or Canada.

• Experience in supporting national and regional customers.

• Strong technical skills with the ability to work with OpenCTI or OpenBAS; training will be provided.

• Exceptional communication abilities.

• Comfortable working within a remote, async-first culture.

• Familiarity with CRM/CSM tools, customer journey tracking, and success metrics, or a willingness to learn.

• Knowledge of cybersecurity, threat intelligence, and the intelligence cycle.

• Proficiency in both French and English.

🏝️ Benefits

• Competitive salary plus equity.

• Remote-first, flexible, and balanced work environment.

• Choice of work equipment and gear.

• Biannual regional and global in-person offsites.