Customer Success Manager

Join the Cyber-DNS team at CIRA and play a key role in advancing Canadas cybersecurity and DNS infrastructure! Our Cyber-DNS team is dedicated to protecting Canadians online by delivering cutting-edge solutions.

Youll tackle projects that make a real differenceincluding empowering users with CIRA Cybersecurity Awareness Training securing household and enterprise networks through CIRA Canadian Shield and DNS Firewall or defending against DDoS attacks with Anycast DNS. This is your chance to be part of a team thats shaping the future of digital security and DNS technology making a meaningful difference in how Canadians and global citizens alike experience and trust the internet!

Who you are:

You are both a customer advocate and a business driver. Solutions-focused and motivated by results you build trusted relationships that help customers achieve their goals while delivering measurable business impact. As a strategic advisor you ensure customers gain maximum value from CIRAs cybersecurity solutionschampioning their needs while fostering long-term growth for them and for the organization.

What youll do:

• Become a trusted advisor and the go-to partner for customers building deep strategic relationships that drive loyalty and long-term success.
• Craft tailored success strategies by understanding each clients cybersecurity priorities business goals and technical environment.
• Lead smooth confident onboarding experiences that set customers up for immediate wins and lasting value.
• Proactively guide customers through regular check-ins QBRs and reviews to showcase impact and uncover opportunities for growth.
• Resolve complex challenges quickly and transparently by partnering with internal teams and coordinating responses.
• Use adoption and engagement data to spark meaningful conversations inspire new use cases and drive measurable results.
• Deliver actionable insights that strengthen security postures increase ROI and position customers for future success.
• Spot and address churn risks early implementing engagement plans that turn at-risk accounts into advocates.
• Keep communication clear timely and on pointensuring customers feel heard supported and valued at every step.
• Secure renewals by making the value of CIRAs solutions undeniable and building trust that lasts.
• Partner with Sales to uncover and activate upsell and cross-sell opportunities that deepen customer impact.

What you bring:

• 3 years in Customer Success Account Management or similar customer-facing roles preferably in SaaS or cybersecurity.
• Bachelors degree in a technical or business discipline.
• A customer-first mindset paired with exceptional communication and relationship-building skills in English; French language skills are a strong asset.
• Proven ability to translate complex technical concepts into clear actionable recommendations for diverse audiences.
• Demonstrated success in driving product adoption renewals and expansion within existing customer accounts.
• A data-driven continuous improvement mindset with a passion for optimizing processes and enhancing customer engagement.
• Strong problem-solving skills and the ability to remain calm and solutions-focused in high-pressure situations.
• Natural collaboration skills with the ability to influence cross-functional teams and align stakeholders toward shared goals.
• Adaptability to thrive in a fast-changing environment and proactively anticipate customer needs.

Who we are:

At CIRA were driven by a passion to make a positive impact on Canadas digital future. Were not just asking What more can we dowere actively exploring new frontiers to enhance and secure the internet for all Canadians. Our recognition as one of the National Capital Regions Top Employers for nine years is a testament to our vibrant culture. We believe in fostering an environment where collaboration and candour are second nature and where diverse perspectives are integral to our success because we know that great ideas come from everywhere. If youre passionate about innovation and ready to make a difference in a dynamic field join us and help shape the future of the internet!

CIRA embraces a blend of remote and IRL in-office work to keep our team connected and engaged. Our Ottawa headquarters is a hub for regular events and social activities that bring our team together encouraging a strong sense of community within our organization. No matter where you work from youll always feel part of our vibrant team and our shared mission.

For any accommodations during the recruitment process please contact us at.