Customer Success Manager - India

About the Role

We are looking for a dynamic and tech-savvy Customer Success Manager (CSM) with a strong understanding of Threat Intelligence (TI) and cybersecurity domains. The ideal candidate will act as the trusted advisor to customers — ensuring value realization, solving technical challenges with a solution-engineer mindset, and driving account growth through upsell and cross-sell opportunities.

This role is a perfect blend of relationship management, technical depth, and business acumen.

Location: Bangalore/India

Reports To: Director – Customer Success

What You'll Do At CYBLE:

Customer Success & Retention:

• Act as the primary point of contact for enterprise TI customers, ensuring smooth onboarding, adoption, and ongoing success.
• Translate customer goals into measurable outcomes through platform utilization and operational workflows.
• Monitor customer health scores and proactively engage at-risk accounts to prevent churn.
• Conduct periodic business reviews (QBRs) highlighting ROI, performance metrics, and roadmap alignment.

Technical & Solution Engineering Ownership:

• Understand customers’ threat intelligence and security stack, identify integration points, and help them operationalize Cyble’s Threat intelligence (TI) capabilities.
• Serve as the technical bridge between the customer, product, and engineering teams to ensure issue resolution and feature feedback.
• Create customized use cases, workflows, and dashboards that align to customer-specific security needs (e.g., brand protection, phishing, or ransomware monitoring).
• Conduct product demos, feature enablement sessions, and train security teams to leverage full platform capability.

Upsell, Cross-sell & Growth:

• Identify opportunities to expand usage within existing accounts through additional modules, licenses, or services.
• Collaborate closely with Sales and Product Marketing to design strategic growth plans for key accounts.
• Own the renewal process end-to-end with a target of net revenue retention above 100%.
• Track and report upsell pipelines, customer satisfaction, and product adoption metrics.

Cross-functional Collaboration:

• Partner with Product Management to share customer insights, feature requests, and pain points.
• Collaborate with Threat Research, Engineering, and Support teams to ensure seamless customer experience.
• Represent the customer voice internally and contribute to product roadmap discussions.

What You’ll Need:

Must-Have:

• 5–8 years of experience in Customer Success, Technical Account Management, or Solution Engineering within the Cyber Threat Intelligence / Security SaaS domain.
• Strong understanding of CTI concepts (TTPs, IOCs, malware analysis, dark web, vulnerability intelligence, etc.)
• Proven record of upselling/cross-selling within enterprise accounts.
• Excellent communication and presentation skills — ability to simplify complex technical problems.
• Experience using CRM and CS tools (HubSpot, Gainsight, Salesforce, JIRA, etc.)

Good to Have:

• Certifications such as CISSP, CEH, OSINT Analyst, or CTIA.
• Prior experience with platforms like Threat intelligence tools and AI workflow, Cyble Vision, or similar.
• Strong analytical mindset with the ability to map data insights to business outcomes.

Personality & Cultural Fit:

• Problem-solver – naturally curious, customer-obsessed, and solution-oriented.
• Growth mindset – driven by measurable impact, continuous learning, and innovation.
• Collaborative communicator – thrives in a fast-paced, cross-functional setup.