Customer Success Manager

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

📋 Description

• Lead onboarding processes for new Incident Response Readiness clients, familiarizing them with Sygnia’s incident response approach, activation protocols, and service offerings.

• Gain insights into each client's environment, encompassing security architecture, technology stack, key stakeholders, escalation pathways, and operational workflows.

• Develop success plans and engagement strategies that align with customer goals and security priorities.

• Act as the main point of contact for IRR clients, fostering trusted relationships with technical, operational, and executive stakeholders.

• Promote ongoing engagement through regular check-ins, readiness evaluations, business reviews, and strategic planning sessions.

• Assist customers in maximizing the value of IRR services by identifying opportunities to utilize prepaid hours for readiness tasks, advisory engagements, proactive services, and incident preparedness activities.

• Ensure clients comprehend and utilize Sygnia’s capabilities throughout their engagement journey.

• Monitor client health, engagement levels, service usage, and satisfaction to pinpoint risks and opportunities.

• Manage renewal preparation activities throughout the customer lifecycle.

• Recognize renewal risks and formulate mitigation strategies in collaboration with internal teams.

• Track and report on customer outcomes, service value, and business impact to support retention efforts.

• Collaborate with Sales and delivery teams to assist clients in achieving measurable value.

• Work together with Sales, Delivery, Operations, and Regional Leadership to provide an outstanding customer experience.

• Address customer escalations and coordinate internal resources to resolve issues promptly.

• Contribute to the enhancement of Sygnia’s global Customer Success function, processes, engagement models, and best practices.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Technical Account Management, Strategic Account Management, or a similar customer-facing role within a cybersecurity organization.

• Strong knowledge of cybersecurity and the ability to engage credibly with security practitioners, leadership, and executive stakeholders.

• Experience supporting enterprise and mid-market clients across diverse industries and technical landscapes.

• Proven track record of building trusted relationships and maintaining high customer engagement during long-term service engagements.

• Experience managing retainer-based services, recurring service agreements, or ongoing advisory relationships.

• Strong understanding of enterprise security technologies and operations, including endpoint, network, cloud, identity, and detection and response capabilities.

• Demonstrated ability to identify customer risks, create success plans, and drive measurable outcomes.

• Excellent organizational and project management skills, with the capability to manage multiple customer relationships simultaneously.

• High level of ownership, accountability, and independent decision-making.

• Ability to collaborate effectively across sales, operations, delivery, and leadership teams.

• Proficiency in both Spanish and English.

• Preferred: Experience in incident response, cyber readiness, managed security services, MDR, SOC, or security consulting environments.

• Preferred: Experience supporting incident response retainers or similar subscription-based cybersecurity services.

• Preferred: Familiarity with Customer Success methodologies, health scoring frameworks, lifecycle management, executive business reviews, and customer reporting.

• Preferred: Experience working with enterprise security teams, CISOs, and executive stakeholders.

• Preferred: Industry certifications such as CISSP, CISM, Security+, or related cybersecurity credentials.

🏝️ Benefits

• Join a newly established strategic function with significant visibility and impact across the organization.

• Help shape the future of Sygnia’s global customer success strategy and customer retention initiatives.

• Work alongside some of the world's most sophisticated organizations as they enhance their cyber resilience.

• Collaborate with leading cybersecurity experts in incident response, readiness, proactive security services, and MDR.

• Make a measurable impact on customer outcomes, retention, and long-term business growth.

• Be part of a rapidly growing global cybersecurity company with a strong client-first culture.