MidMarket Customer Success Manager

Accountabilities: Serve as the primary point of contact for an assigned portfolio of customers, building strategic relationships and driving successful adoption of the platform. Conduct regular business reviews and executive meetings to communicate value realization, ROI, and progress against agreed success metrics. Develop a deep understanding of customers' business objectives, industry challenges, and security priorities to provide tailored guidance and recommendations. Promote awareness and utilization of platform capabilities through customer education, best practices, and enablement initiatives. Proactively monitor account health, identify risks, manage escalations, and coordinate cross-functional efforts to ensure positive customer outcomes. Collaborate with internal stakeholders to share customer feedback, influence product improvements, and align on long-term customer success plans. Maintain expertise in product developments and roadmap enhancements to effectively advise customers on future opportunities and adoption strategies. Requirements Minimum of 5 years of experience in enterprise SaaS environments, including at least 3 years in Customer Success, Technical Account Management, or customer support roles. Proven success managing large customer portfolios and developing executive-level relationships that drive retention and growth. Strong communication, presentation, and organizational skills, with the ability to navigate both strategic business discussions and technical conversations. Demonstrated problem-solving capabilities and experience managing customer escalations while maintaining high satisfaction levels. Solid understanding of SaaS technologies, internet technologies, networking concepts, and email security solutions. Experience using CRM and case management platforms such as Salesforce, Jira, or similar tools. Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent professional experience. Customer-focused mindset with strong analytical skills, collaboration abilities, and a proactive approach to driving measurable outcomes. Benefits Competitive base salary ranging from $119,040 to $140,000 USD , depending on experience, skills, and location. Eligibility for performance-based bonus and equity programs. Comprehensive health and wellness benefits package. Opportunity to work remotely within the United States. Career growth opportunities within a rapidly scaling and innovative technology organization. Exposure to cutting-edge AI and cybersecurity technologies in a collaborative and high-impact environment. Inclusive culture that values diversity, learning, and professional development.