Customer Success Manager

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

📋 Description

• Act as the main point of contact for designated customer accounts, fostering and sustaining trusted advisory relationships with IT security teams, CISOs, compliance officers, and system administrators.

• Perform regular check-ins via calls and emails to gauge customer sentiment, tackle arising concerns, and emphasize the Syteca platform's value in enhancing their security posture.

• Monitor onboarding progress and stay aware of how customers are utilizing the platform — identifying frequently used features, those that are underused, and areas where additional support may be required.

• Manage and facilitate the resolution of customer-reported issues by collaborating with Technical Support and ensuring clear communication throughout the resolution process.

• Record all customer interactions, success plans, risk indicators, expansion signals, and action items in the CRM (e.g., HubSpot) to ensure a comprehensive and up-to-date account history.

• Gather, categorize, and communicate customer feedback, feature requests, and challenges to the Product Management team to guide the Syteca product roadmap and prioritization strategies.

• Proactively update customers about new key platform features, product enhancements, and feature launches.

⛳️ Requirements

• 2+ years of experience in a related field.

• Knowledge of cybersecurity principles.

• Strong communication skills (capable of tailoring messages for technical teams and C-level executives).

• Relationship-building abilities (developing trust and long-lasting advisory partnerships with various stakeholders).

• Active listening and empathy (recognizing customer pain points and converting them into actionable solutions).

• Capacity to quickly learn and master Syteca’s features, architecture, and deployment models.

• English proficiency: Upper-Intermediate or higher.

🏝️ Benefits

• Remote/hybrid working options tailored to your needs.

• Flexible working hours.

• 20 days of paid annual leave and paid sick leave.

• Necessary equipment provided - laptop, monitor, and additional accessories.

• Opportunities for career advancement and professional growth.

• Personalized learning approach (mentoring, internal courses, knowledge sharing).

• Regular developmental support - experienced team, frequent 1:1 sessions, and development plans aligned with your needs.

• Medical insurance or sports compensation.

• Mental health support and other corporate benefits.

• Celebration and paid observance of all National Holidays.