Customer Success Specialist

The Customer Success Specialist will serve as the strategic point of contact for assigned customers, ensuring alignment between customer business objectives and delivered managed security services. The role focuses on driving adoption, value realization, retention, and growth across the MSSP portfolio.

Key Responsibilities

• Act as the primary trusted advisor for customers, aligning security services with business, risk, and compliance objectives.
  
• Lead customer onboarding and enablement, ensuring rapid adoption of MSSP offerings.
  
• Deliver executive-level service reviews, presenting performance metrics, security insights, risk posture, and actionable recommendations.
  
• Develop and execute customer success plans to drive service adoption, satisfaction, retention, and expansion.
  
• Partner with SOC, engineering, and OEMs to resolve issues efficiently and continuously improve service delivery.
  
• Manage and escalate critical customer issues with urgency, maintaining clear communication until resolution.
  
• Identify upsell and cross-sell opportunities, supporting renewals and expansions in collaboration with sales and account management.
  
• Contribute to the development and scaling of customer success processes, playbooks, and operating frameworks.
  
• Mentor junior team members, sharing best practices and supporting capability development.
  
• Drive customer advocacy by identifying references, testimonials, and case study opportunities.
  
• Stay current on cybersecurity trends, market developments, and evolving customer needs to provide informed guidance and thought leadership.
  

Requirements

• 4–7 years’ experience in Customer Success, Account Management, Consulting, or Service Delivery within cybersecurity, MSSP, IT services, or SaaS environments.
  
• Strong understanding of managed security services and core cybersecurity concepts (SOC operations, SIEM, IR, vulnerability management, compliance).
  
• Proven experience engaging senior stakeholders and presenting at executive level.
  
• Demonstrated ability to manage complex customer relationships and drive measurable outcomes.
  
• Strong collaboration, communication, and problem-solving skills.
  
• Experience working cross-functionally with technical, sales, and operations teams.

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