Customer Success Manager

About the role

The ideal candidate has 8+ years of experience in Customer Success, Account Management, Service Delivery, or Technical Account Management within a SaaS, SASE, networking, cybersecurity, or managed services environment. The role requires the ability to engage confidently with CIOs, CISOs, CTOs, and senior IT stakeholders while coordinating cross-functional teams to deliver measurable customer outcomes.

What you'll do

• Own the end-to-end customer lifecycle and build trusted relationships with enterprise customers and senior stakeholders
• Drive adoption, value realization, customer health, retention, renewals, and Net Revenue Retention (NRR) across the customer portfolio
• Conduct QBRs/EBRs focused on business outcomes, adoption, value realization, strategic priorities, and customer success plans
• Proactively identify churn risks and develop mitigation strategies; partner with Sales and Renewals teams to ensure successful, predictable renewals
• Identify and drive upsell and cross-sell opportunities across SASE, SD-WAN, security, cloud connectivity, additional sites, bandwidth, and managed services

What you need

• 10–18 yrs of experience
• Customer success
• Escalation handling
• CRM
• Sales
• Cross-selling
• Salesforce
• Any graduate

Good to have

• M&A