Customer Success Manager - Cybersecurity

WHO ARE WE?

We are a bunch of super enthusiastic, passionate, and highly driven people, working to achieve a common goal! We believe that work and the workplace should be joyful and always buzzing with energy!

CloudSEK, one of India’s most trusted Cyber security product companies, is on a mission to build the world’s fastest and most reliable AI technology that identifies and resolves digital threats in real time. The central proposition is leveraging Artificial Intelligence and Machine Learning to create a quick and reliable analysis and alert system that provides rapid detection across multiple internet sources, precise threat analysis, and prompt resolution with minimal human intervention.

Founded in 2015, and headquartered in Singapore, we are proud to say that we’ve grown at a frenetic pace and have been able to achieve some accolades along the way, including:

• Launch of our first product in 2016.
• Earning our pre-series A funding in 2018.
• Receiving multiple awards including the prestigious Excellence Award for being the Security Product Company of the Year in 2020.
• Receiving the Series A funding from MassMutual Ventures in 2021 with a total investment of $10million.

CloudSEK’s Product Suite:

• CloudSEK XVigil constantly maps a customer’s digital assets, identifies threats and enriches them with cyber intelligence, and then provides workflows to manage and remediate all identified threats including takedown support.
• A powerful Attack Surface Monitoring tool that gives visibility and intelligence on customers’ attack surfaces. CloudSEK's BVigil uses a combination of Mobile, Web, Network and Encryption Scanners to map and protect known and unknown assets.
• CloudSEK’s Contextual AI SVigil identifies software supply chain risks by monitoring Software, Cloud Services, and third-party dependencies.

As a Customer Success Manager at CloudSEK, you will be the primary point of contact for a few strategic accounts, ensuring they derive maximum value from our cybersecurity solutions. Your role will involve deep engagement with clients, providing expert guidance on threat management, and ensuring seamless integration and utilization of CloudSEK’s products. Your background in cybersecurity will be crucial in understanding and addressing the specific needs and challenges faced by our clients.

Key Responsibilities:

Account Management:

• Manage and nurture relationships for a client accounts, ensuring high levels of customer satisfaction and retention.
• Conduct Quarterly Business Reviews (QBRs) and Annual Business Reviews (ABRs) to assess and enhance customer engagement.
• Visit customers twice a year to strengthen relationships and understand their evolving needs.

Cybersecurity Expertise:

• Provide expert guidance on threat intelligence, data leak prevention, and other cybersecurity issues.
• Act as a security analyst, offering insights and recommendations based on threats generated by CloudSEK’s platform.
• Collaborate with customer security teams to ensure optimal usage of CloudSEK’s solutions.

Customer Engagement:

• Develop and execute customer engagement strategies to build strong relationships with key stakeholders, including CXOs and CISOs.
• Foster customer champions within client organizations to drive advocacy and referrals.
• Generate and share client-specific quality reports, gathering feedback to continuously improve service delivery.

Revenue Generation and Retention:

• Identify opportunities for upselling and cross-selling CloudSEK’s products and services.
• Ensure on-time renewals and maintain a high customer retention rate.
• Source referrals and participate in revenue generation activities.

Product Usage and Feedback:

• Ensure 100% product usage for features subscribed by the customers.
• Conduct configuration reviews and provide recommendations for product enhancements.
• Gather and analyze customer feedback to contribute to product development and improvement.

Operational Excellence:

• Maintain accurate records of customer interactions and activities in CRM systems.
• Contribute to the team by sharing knowledge, conducting training sessions, and writing internal articles.

Qualifications:

• 5+ years of experience in Cybersecurity, Client-facing experience, or a related role in the cybersecurity industry.
• Strong understanding of cybersecurity principles, threat intelligence, and digital risk management.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients.
• Proven track record of achieving customer success goals and driving revenue growth.
• Ability to work independently and manage multiple accounts simultaneously.

Added advantage, if you have experience in Business reviews, Onsite meetings, Maintaining NRR and GRR, Threat analysis, and Value delivery.