Customer Success Manager (SMB) – Cybersecurity
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Job Summary
Role Overview:
We are looking for a proactive and customer-focused Customer Success Manager (CSM) with 3 years of experience in the cybersecurity domain. The ideal candidate will act as a trusted advisor to our clients ensuring they derive maximum value from our services and solutions while driving retention and customer satisfaction.
Key Responsibilities:
Proactively identify and engage with small and medium businesses (SMBs) to introduce Trilliums cybersecurity solutions and services.
Generate new leads through outbound efforts including calls emails social selling and event/network participation.
- Build strong relationships with SMB customers to understand their cybersecurity needs and business objectives.
- Own the full customer lifecyclefrom prospecting and onboarding to post-sale engagement and success tracking.
- Collaborate with the marketing team to execute lead generation campaigns and follow up on inbound inquiries
- Track customer satisfaction and proactively identify risks or areas for improvement.
- Conduct regular health checks with customers to ensure value delivery.
Meet or exceed monthly/quarterly OKRs related to customer acquisition engagement and retention.
Stay updated with cybersecurity trends and the challenges faced by SMBs to better position Trilliums solutions.
- 2 years of experience in a customer-facing role within the cybersecurity or IT services industry.
- Have strong relationships with CIOs/CTOs/CISOs of the industry.
- Basic understanding of cybersecurity concepts such as SIEM PAM EDR etc.
- Strong communication and interpersonal skills with a customer-first mindset.
- Ability to manage multiple client accounts and prioritize tasks effectively.
- Problem-solving attitude with attention to detail.
- Bachelors degree in Computer Science IT Business or a related field.
- Experience with CRM tools and project management platforms is a plus.
Required Skills:
Basic knowledge of networking. OSI/TCP Model. Troubleshooting. Have basic knowledge of SIEM. Basic security knowledge. Have basic knowledge of Threat Intelligence Platforms. Effective verbal and written communication skills. Excellent problem-solving and analytical skills. Basic knowledge of MS Office. Team player.
Required Education:
Bachelors or Masters in Computer Science/Information Security (Last semester students are also encouraged to apply).
