Customer Success Manager (Hybrid)

$65,000 - $75,000/Yr

Isi Enterprises - Herndon, VA

Full-time - Mid Level

Herndon, VA

Food Services and Drinking Places

About the position

The Customer Success Manager (CSM) at ISI Enterprises is a vital role focused on fostering strong relationships with clients in the cybersecurity sector. This position is responsible for ensuring client satisfaction, minimizing churn, and delivering exceptional support by acting as the primary point of contact for a portfolio of clients. The CSM will collaborate with internal teams to enhance client care and drive continuous improvement in service delivery.

Responsibilities

• Act as the main point of contact, fostering long-term relationships and client satisfaction.
• Proactively work to minimize churn by understanding client goals, challenges, and future needs.
• Conduct regular check-ins, ensuring timely and successful solution delivery.
• Provide feedback to internal teams, collaborating cross-functionally to enhance client care.
• Track and analyze account metrics to continually improve client processes and experiences.
• Maintain expertise in CMMC, cybersecurity, managed services, and industry tools.
• Conduct email, phone, online presentations, screen-share and in-person meetings with all assigned clients.
• Liaise between the client point of contact and internal teams to ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Anticipate client needs and drive continuous improvement by positioning new solutions, ensuring MSP services support client growth and efficiency.
• Build trust-based relationships with clients, translating MSP solutions into clear business value and aligning services with client goals through regular business reviews.
• Provide regular reporting to management on client satisfaction, retention, and growth.

Requirements

• 2-3 years in a customer success or similar client-facing role, preferably within a high-growth, fast-paced environment.
• Proficient in use of Office 365 Suite.
• Proven skills in managing customer relationships, solving client issues, and collaborating across departments.
• Ability to handle complex situations, balance risks, and maintain a high level of professionalism.
• Passionate about cybersecurity and committed to driving client satisfaction and internal improvements.
• Demonstrated teamwork and collaboration skills, in leading or contributing to global and multi-functional teams.
• Strong analytical/problem solving skills and cross functional knowledge across multiple IT operational and security disciplines.
• Ability to communicate technical concepts to a broad range of technical and non-technical staff.
• Collaborate with the sales team to identify upsell and cross-sell opportunities.

Nice-to-haves

• Work experience in an MSP or MSSP environment.
• Experience with the NIST CSF, NIST 800-171, and CMMC 2.0 lvl 1-3.
• Experience with Asset Management tools and strategies.

Benefits

• Opportunities for advancement.
• Hybrid work opportunity.
• A competitive salary and benefits package.
• A casual, friendly, and relaxed work environment.
• Professional growth encouragement and support.