Customer Success Manager

About the position

Customer Success Managers (CSM) are our managed security customers' trusted technical and security advisors. They provide valuable guidance around security operations and defensive cyber posture. They aid their customers' security program performance and maturity. By leveraging the MSS service delivery teams, the CSM is identifying weaknesses in process, quality checking deliverables, and focusing on continuous improvement efforts for their customers. At Cyderes, the CSM is the 'Owner' of their assigned customer(s). This means our CSMs must partner with their customer(s) proactively, not only to prevent potential issues from occurring with delivery, but also to build and execute on a clear and mature roadmap which helps the customer see value in what Cyderes provides. Customers are looking for CSMs who know how to build and run security operations teams. The CSM is responsible for working with key customer contacts at multiple levels to identify and align business and IT objectives, discover customer pain points, offer recommendations, and recognize current and future IT security needs, and support service expansion within their assigned customers (aka help upsell more services!). The CSM is part of the Customer Success team and acts as the customer advocate in all areas of the organization, from strategic planning, service design, and delivery. The CSM plays a pivotal role in ensuring that Cyderes is considered and viewed as a key security partner in the successful operation of the customer’s security program. The right CSM will also have excellent working relationships with other Cyderes teams (i.e., SOC, Threat, Engineering, Sales, and Management) who will be active within his/her account(s).

Responsibilities

• Establish a long term and sustainable relationship with assigned customer base
• Schedule and run regular service milestone and executive-level meetings
• Liaise and collaborate between SOC (Tier-I, Tier-II, and Tier-III team), Device Management (DM), Threat, Sales, and Management team members on behalf of your managed clients
• Proactively monitor technical issues pertaining to the services provided for their customer and make recommendations to reduce the risk/impact of similar future problems
• Ask 'why?' and dig in when seeing aging cases without resolution
• Partner with the client to have a risk-based conversation and recommend solutions for holes in the client’s defensive posture
• Offer consultative advice in security principles and best practices
• Provide technical guidance/recommendations to customers to enhance their overall security posture within the managed products
• Analyze and provide recommendations within monthly, quarterly, and annual reports for the customer
• Present reports to executive clients with professionalism and an understanding of the current market
• Accurately track the milestones, roadmap items, and tactical cases needed to move the needle forward
• Measure customer temperature and determine their satisfaction with Cyderes’ services
• Assess problems, develop, present, and action 'Get to Green' plans as needed
• Proactively and reactively work with SOC teams in the management of technical issues
• Organize regular touch-points with the technical teams to get an in-depth understanding of the clients’ threat landscape
• Oversee and assist with highly technical projects, change windows, and client requests
• Communicate clients’ business requirements to the team to ensure successful task completion
• Perform as an Incident handler when needed on high priority calls
• Proactively work with Sales account managers to build sales proposals to custom fit to each customer’s needs
• Maintain and track use of licenses for all managed products
• Identify and recommend up-sell opportunities with the Sales team
• Provide input on renewal contract (SOW) amendments and input for new SOWs as needed
• Maintain current knowledge on industry issues/trends and competitive products
• Maintain and expand working knowledge of current managed technologies

Requirements

• College Diploma or University Degree in Information Security or relevant security up-to-date certificates and/or equivalent work experience
• Minimum 5-7 years’ experience in cyber
• Minimum of 2 years’ Security Operations Center experience or equivalent analyst type experience
• Minimum of 2 years’ SIEM technology experience (Splunk, Azure Sentinel, IBM QRadar, Logz.io, Rapid7 InsightIDR, LogRhythm, etc.)
• Minimum of 1 year Threat Intel and/or Threat Hunt and/or Threat Modeling exposure
• Familiar with frameworks such as NIST CSF, MITRE ATT&CK Framework, etc.
• Strong understanding of IT Security concepts, best practices, and market direction
• Strong troubleshooting, reasoning, and problem-solving skills
• Excellent communications and Customer Service skills (active listening, written, oral, presentation)
• Exceptional Time Management skills
• A positive and constructive minded team player
• Be able to travel <10 percent of the time with some international travel
• Be able to obtain clearances/licenses if needed based on client requirement

Nice-to-haves

• Holds certifications such as CISSP, ITIL, or Security +
• Security threat and attack countermeasure knowledge
• Ability to conduct forensic analytical studies and investigations
• Data Analytics skillset