Customer Success Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of assigned client onboarding processes and accounts throughout the entire customer success lifecycle.

• Conduct kickoff and onboarding meetings, gather scoping details, confirm timelines, and establish clear expectations.

• Serve as the project manager for each engagement, monitoring milestones, deadlines, and outstanding items.

• Collaborate with technical teams to arrange penetration tests and retests.

• Keep clients updated on testing progress, findings, report deliveries, and retest statuses.

• Oversee report publication and assist clients in understanding findings and remediation actions.

• Identify and escalate risks, blockers, and SLA issues, ensuring they are tracked to resolution.

• Manage renewal and deal pipelines, including handovers from sales and renewals from previous engagements.

• Balance onboarding and engagement responsibilities with pipeline activities, prioritizing renewal dates and deal values.

• Engage in regular outreach to clients and prospects to facilitate deal advancement.

• Prepare quotes, SOW inputs, and follow-up communications to drive deals toward closure.

• Recognize upsell and cross-sell opportunities, including additional tests, retests, and new modules.

• Maintain accurate records of deal stages, notes, next steps, and forecasts in HubSpot.

⛳️ Requirements

• Minimum of 3 years in customer success, account management, or project/delivery coordination, preferably in SaaS or security services.

• Demonstrated ability to manage multiple client accounts and a renewal or deal pipeline simultaneously.

• Excellent command of business English, both written and spoken.

• Consistent and proactive client outreach with a structured follow-up process.

• Strong organizational and time management skills, with the capacity to work independently across different time zones.

• Basic familiarity with HubSpot (contacts, deals, pipelines, tasks, and notes) is preferred.

• Sales experience, particularly in renewals, upselling, or account expansion, is preferred.

• Basic understanding of cybersecurity concepts such as penetration testing, vulnerability management, web and API security, and security reports is preferred.

• Knowledge of cloud technologies from working with cloud hosting or infrastructure providers is preferred.

• Experience with project management tools or methodologies (timelines, status reporting, RACI) is preferred.

• Availability to work from 6:30 PM to 3:30 AM IST / 8:00 AM to 5:00 PM Eastern Standard Time, with the shift adjusting by one hour during US daylight saving time.

🏝️ Benefits

• Opportunity for remote work.