Customer Success Manager

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

📋 Description

• Onboarding customers through initial briefings, structured training sessions, and interim meetings.

• Developing, regularly modifying, and executing the project work plan in collaboration with the customer.

• Maintaining consistent communication with the customer and project team, monitoring and refining workflow organization within the production department.

• Proactively identifying potential issues with both the customer and project activities to mitigate negative impacts and foster customer loyalty and satisfaction.

• Timely informing and engaging the customer in concise discussions regarding new trends, features, and relevant updates related to project activities.

• Offering ongoing support to the client for non-standard inquiries and addressing incidents of varying complexities.

• Preparing materials and implementing project safeguarding measures.

• Conducting local and global customer satisfaction surveys.

• Keeping project databases current, including work on planning, project management, and helpdesk systems.

• Contributing to the development and enhancement of internal business processes.

⛳️ Requirements

• Fundamental understanding of networking technologies (TCP/IP, DNS).

• Basic knowledge of Cyber Threat Intelligence and Digital Risk Protection information security systems.

• Proficient in maintaining reports, analyzing information, recognizing patterns, and pinpointing areas of impact.

• Previous experience as a client/account/pre-sales account manager in a B2B environment.

• Excellent communication skills, capable of clearly conveying information to customers, colleagues, and partners.

• Experience managing internal customer experience enhancement projects, including collecting and organizing feedback and working with the Customer Journey Map.

• Strong skills in presentation and public speaking.

• Proficient in interacting with service-desk systems.

🏝️ Benefits

• Work with real stakes. Group-IB investigates active cybercriminal organizations, responds to breaches impacting critical infrastructure, and develops technologies utilized by law enforcement agencies such as INTERPOL, Europol, and Afripol across more than 60 countries. We have conducted over 1,550 cybercrime investigations alongside more than 600 enterprise customers worldwide. When you join Group-IB, your work actively disrupts digital crime.

• Grow your way. Choose your own career path: enhance your skills as a technical expert, transition into a leadership role, move to another team, or relocate to one of our Digital Crime Resistance Centers across the Americas, Europe, the Middle East & Africa, Central Asia, and the Asia-Pacific. Your growth is our growth — Group-IB's expansion across over 60 active countries means genuine career acceleration.

• We cover the cost of professional certifications — whether you're pursuing CEH, CISSP, OSCP, or specialized certifications in forensics and penetration testing. You won't have to choose between fulfilling your job responsibilities and advancing your qualifications.

• Collaborate with industry leaders. Our Unified Risk Platform — encompassing Threat Intelligence, Digital Risk Protection, Attack Surface Management, Managed XDR, and more — is recognized by Gartner, Forrester, KuppingerCole, and Datos Insights. Frost & Sullivan has named us a 2025 Global Technology Innovation Leader. When you work here, you're involved in building technologies that set the industry standard.

• Face real challenges and develop real expertise. You'll tackle complex, real-world problems alongside adversary-focused researchers and incident response experts spanning six continents. We have accumulated over 21 years of proprietary telemetry through more than 1,500 joint investigations. No two threats are alike — and neither are the skills you'll cultivate.

• Join a genuinely international team. Our workforce hails from various countries, speaks multiple languages, and brings diverse perspectives. What unites us is a shared mission: combating cybercrime and enhancing global safety. We prioritize your well-being and happiness just as much as your productivity.