As a Customer Success Manager (CSM) with InfoSec/CISO expertise, the candidate will be the primary point of contact for our clients, ensuring they receive unparalleled service and strategic cybersecurity insights. the role will be critical in driving client satisfaction, strengthening partnerships, and securing service renewals through the development and implementation of tailored InfoSec programs that align with clients’ business goals.
Key Responsibilities:
• Client Relationship Management:
o Serve as the primary liaison between our clients and internal teams, ensuring a seamless and positive client experience.
o Establish and maintain strong relationships with key client stakeholders, including C-level executives, particularly CISOs.
o Proactively engage with clients to understand their cybersecurity needs, challenges, and goals.
• Infosec Program Development:
o Collaborate with clients to develop and implement comprehensive InfoSec programs that complement our MDR services.
o Provide strategic guidance on cybersecurity best practices, regulatory compliance, and risk
management tailored to the client's industry.
o Work with clients to identify and prioritise security initiatives, ensuring alignment with their business objectives.
• Value Delivery:
o Ensure clients derive maximum value from our MDR services by regularly reviewing performance metrics, threat intelligence, and incident response outcomes.
o Present clients with actionable insights and recommendations to enhance their security posture.
o Assist in the creation of customised reports and presentations for executive stakeholders, highlighting the value and impact of our services.
• Renewal and Expansion:
o Drive client retention and renewal efforts by demonstrating the ongoing value of our services and the strategic partnership.
o Identify opportunities for service expansion and up-selling within existing client accounts.
o Collaborate with the sales team to support contract negotiations and renewals.
• Internal Collaboration:
o Work closely with our MDR team to ensure that client feedback is incorporated into service delivery and enhancements.
o Partner with internal teams to develop new service offerings and client engagement strategies.
o Act as the voice of the client within the organisation, advocating for client needs and priorities.
Qualifications:
• Experience:
o More than 7 years of experience in a customer success, or consulting role within the cybersecurity industry.
o Proven track record of managing and growing relationships with enterprise clients, particularly in the InfoSec or CISO domain.
o Experience with Managed Detection and Response (MDR) services is highly desirable.
• Technical Skills:
o Deep understanding of cybersecurity principles, threat landscapes, and best practices.
o Knowledge of InfoSec frameworks (e.g., NIST, ISO 27001, CIS) and regulatory compliance
requirements.
o Familiarity with cybersecurity technologies, including SIEM, EDR, vulnerability management,
and incident response.
• Soft Skills:
o Excellent communication and presentation skills, with the ability to articulate complex security
concepts to non-technical stakeholders.
o Strong problem-solving skills, with the ability to think strategically and address client challenges proactively.
o High level of emotional intelligence and the ability to build and maintain trusted relationships.
• Education:
o Bachelor’s degree in information security, Computer Engineering, or a related field.
o Relevant certifications (e.g., CISSP, CISM, CISA, CCSP) are mandatory.